Microsoft Teams Contact Center Solution.

CT Cloud Contact Center Integration with Microsoft Teams – Increase first contact resolution and improve customer experiences

 

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FULLY-FEATURED, POWERFUL AND COMPLETE END-TO-END CLOUD CONTACT CENTER

SUPERIOR CUSTOMER CARE

CT Cloud Contact Center empowers customers with a full-featured, powerful and complete end-to-end cloud contact center solution. Customers can expect their calls to be answered quickly and their issues to be resolved promptly. Whether your contact center has a few or even hundreds of agents, meeting this demand requires specialized software.

INCREASE PRODUCTIVITY AND REDUCE COSTS

The CT Cloud Contact Center solution is designed to improve contact center operations by reducing IT reliance, streamlining workflow processes, simplifying training, and affecting better decisions through robust analytics.

CT CLOUD CONTACT CENTER + CALLTOWER TEAMS

Microsoft Teams Superior Customer Care CCaaS

Customers expect their calls to be answered quickly and their issues to be resolved promptly. Whether your contact center has a few or even hundreds of agents, meeting this demand requires specialized software. CT Cloud Contact Center empowers customers with a full-featured, powerful and complete end-to-end cloud contact center solution with integration of Microsoft Teams presence to ensure agents are truly available to assist callers.

Customers can expect their calls to be answered quickly and their issues to be resolved promptly. CT Cloud Contact Center Integration with Teams enables Agent-Expert Consultation by connecting agents with Teams users throughout the organization. Contact center agents can easily identify the right knowledge workers and subject matter experts using Teams Presence.

FULL-FEATURED, POWERFUL AND COMPLETE

The CT Cloud Contact Center solution is designed to improve contact center operations by reducing IT reliance, streamlining workflow processes, simplifying training, and affecting better decisions through robust analytics.

DATA CENTER

24/7 network monitoring

Geographical survivability

Automatic software updates

On-demand Scalability

Certified PCI DSS 3.0 SSAE 16

WORKFORCE MANAGEMENT

Call center queue management & virtual queuing

Inbound voice queues

Outbound & blended voice queues

Automated call-back & click-to-call

Email, chat, SMS, social media queues

Automated threshold SMS/email alerts

CALL CENTER GROUP

Call center queue management & virtual queuing

Inbound voice queues

Outbound & blended voice queues

Automated call-back & click-to-call

Email, chat, SMS, social media queues

Automated threshold SMS/email alerts

CALL CENTER QUEUES

Call center queue management & virtual queuing

Inbound voice queues

Outbound & blended voice queues

Automated call-back & click-to-call

Email, chat, SMS, social media queues

Automated threshold SMS/email alerts

QUALITY MANAGEMENT

Call recording (with agent notes)

Screen recording with playback

Live monitor, whisper, barge-in

Agent & web chat logs

Agent coaching & evaluation

REPORTING & ANALYTICS

Real-time stat display & bulletin board

Real-time graphical dashboard Custom agent activities

Custom multi-level dispositions

Detailed call & agent statistics

Scheduled reports

Customized contact center reports

RELEVANT LINKS

Case Study – Blooms Today

Microsoft Teams Contact Center Solution

Microsoft Teams UCaaS + CCaaS Case Study – Westfield Bank

CT Cloud Contact Center: Fully Featured, Powerful and Complete

CallTower Unveils CT Cloud Solutions