CT Contact Center Pro: Enhance Your Interactions, Insights, and Customer Engagement
The CT Contact Center Pro package offers advanced features like self-service capabilities, skills-based call routing, and historical reporting. Optional omni-channel capabilities (SMS, chat, email) can be added to extend communication beyond voice.
Key Benefits:
1. Faster Customer Connections and Resolutions
- Skills-Based and Rules-Based Routing: Ensures customers are connected to the right person at the right time, improving KPIs and customer satisfaction.
2. More Insights for Better Service Quality
- Tools for historical reporting, trend analysis, and report scheduling provide deeper insights into service quality over time.
3. Intelligent Inquiry Direction
- Customizable Interactive Voice Response (IVR) streamlines call flows for faster resolutions.
4. Greater Communication Convenience (Add-On)
- Add email, chat, and SMS channels as needed, with the flexibility to expand later.
Features for Different Roles:
For Customers
- Smart Greetings: Announces queue size and estimated wait time.
- Automatically connects callers to the next available agent or places them on hold.
- Routes calls based on department, skill set, or geography.
- Customizable IVRs for efficient call flow and routing.
For Frontline Users
- Unified desktop and web application for all communication channels.
- Outbound Power Dialing: Drives proactive outreach.
- Queued callbacks and voicemails for structured follow-ups.
- Custom agent status for better workflow management.
For Supervisors
- Tools for monitoring, whispering, and barging into calls.
- Reporting capabilities:
- Agent/group activity.
- Historical data.
- Call queue and active call reports.
- Scheduled reports.
- AI-powered call recording transcription and sentiment analysis.
For Administrators
- Real-time statistics dashboard for desktop or wallboard display.
- CRM integrations for seamless data access.
- Intelligent call routing with IVR.
- Customizable routing options (e.g., last agent, preferred agent).
- Add-ons like outbound dialer and blended channel queues.
- Features like post-call surveys, text-to-speech, call scripting, and emergency queue bulletins.
Additional Notes:
- Call Recording Transcription and Analysis:
- Pro subscribers must purchase transcription time in 5-hour blocks per concurrent agent.
Certifications:
- Microsoft Teams Certified.
