CT Contact Center Elite: Deliver the Ultimate Customer Experience
CT Contact Center Elite is a full-featured omnichannel solution designed for sophisticated customer experience needs. It includes voice, SMS, chat, email, custom integrations, workforce optimization, and more.
Key Features:
1. Communication Convenience
- Engage customers via their preferred communication modes: voice, SMS, chat, and email queues.
2. Outreach at Scale
- Use Dynamic Notifications to send automated outbound messages (voice, SMS, email) for reminders, promotions, and more, allowing customers to respond.
3. Personalization and Insights
- Integrate with CRM and workforce management systems for personalized interactions and better resource planning.
4. Greater Visibility and Planning
- Optimize workforce with Schedule Manager.
- Use AI Agent Evaluator to review, evaluate, and provide feedback on recorded customer interactions.
Features for Different Roles:
For Customers
- Voice, chat, email, and SMS queues.
- Speech recognition integration.
- Smart greetings (e.g., queue size, estimated wait time).
- Intelligent routing based on skills, geography, or department.
For Frontline Users
- Unified desktop and web application for all communication channels.
- Advanced call handling and collaboration tools.
- AI-driven feedback via AI Agent Evaluator.
- Screen recording and outbound dialing capabilities.
- Queued callbacks and voicemails for efficient follow-ups.
For Supervisors
- Tools for monitoring, whispering, and barging into calls.
- Reporting capabilities: agent/group activity, historical data, call queues, and scheduled reports.
- AI-powered interaction analysis with sentiment tagging.
- Real-time call queue and activity reports.
For Administrators
- Dynamic Notifications for outreach campaigns.
- Schedule Manager for workforce optimization.
- Intelligent call routing with IVR and self-service applications.
- Custom integrations for CRM, WFM, and IVR.
- Real-time statistics dashboard for desktop or wallboard display.
- Post-call surveys, text-to-speech, and call scripting.
- Emergency queue bulletins and customizable threshold alerts.
Additional Notes:
- Call Recording Transcription and Analysis:
- First 5-hour block included for each concurrent agent (Elite subscribers).
- Additional blocks available for purchase.
- SMS Service:
- Requires a subscription from Twilio for SMS functionality.
Certifications:
- Microsoft Teams Certified.