Unified Omni-Channel Desktop—
the best solution for Agent efficiency & automation

CCT ContactPro® (CP) is the perfect solution for Unified Agent Desktop with Customer Service Automation in an Omni-Channel Contact Center environment. Contact-Pro® empowers agents to efficiently serve customers in today‘s demanding world of Omni-Channel communication. The state-of the-art technology solution helps to leverage existing infrastructure while decreasing contact center costs and increasing customer satisfaction.

The flexible and adoptable desktop in combination with automation and integration capabilities enables efficient services with the best available resources at the right time to deliver an excellent customer experience (CX)

Increased agent productivity

The right information for a successful customer
dialog and reduced over-head through
automation increase the agent productivity

■  Voice Integrations
     Avaya Aura
     Avaya Cloud Office ACO
     CCT MX Cloud
     Cognigy Conversational AI Bot
     RingCentral (ACD/IVR)
     Microsoft Teams (Direct Routing & IM Presence)
     Twilio Voice & Studio IVR

■  Customer Journey (graphical-tabular)
■  Agent Desktop Statistics
■  Digital channels
     Email Management with AI engine
     Chat (Web/Mobile/Bot API)
     Outbound / Callback
     SMS / Messaging / WhatsApp
     Social Media
     Open Task Routing API

■ CRM /ERP integrations
    BMC Remedy
    Clarify
    EPIC Healthcare Software
    Hubspot
    Microsoft Dynamics
    Salesforce
    SAP
    ServiceNow
    Zoho CRM
    any homegrown CRM

■ ContactPro integrated Analytics
    Realtime Reporting / customizable Dashboard
    Historical Reporting
    Analytical custom Reporting

Increased customer satisfaction and CX

Consistent information through all media
channels and integration of self-service
systems with AI driven automation increase
customer satisfaction.

Optimized workflows and new services

A worklist concept and configurable functions
provide a flexible alignment with desired
workflows. It enables an easy implementation
of new services.

Inbound, outbound, call-back and any media handling

CCT ContactPro^® supports blended inbound
and outbound interactions. This includes
messaging, text, WhatsApp, Facebook Messenger
a.o. including call-back from web, IVR, queue.
To optimize the customer experience CP
offers full Omni-Channel capabilities.