Frankfurt, Germany and Miami, FL, USA, Aug 21, 2019 -- The number of communication channels and systems used in customer service today continues to grow. To ensure that agents do not have to refer to countless applications separately and that the customer receives consistent customer service regardless of the medium selected, systems integrator and software provider CCT has developed ContactPro(R). This unified desktop is continually being expanded and is now available in a new version: Version 5.2 offers a variety of new features, especially in the non-voice area, which is an increasingly important part of customer communications.
"Omnichannel customer service is a complex topic," says CCT Managing Director Andrea Kreuter. "It is not enough to offer customers different channels such as telephone, SMS, chat, e-mail, letter or social media platforms. All of this must be contextually and automatically brought together in the workplace so that the agent, who handles several contacts simultaneously via different channels manages to keep track of them. With our software we make this possible." All threads, including customer history or information from previous, automated self-service processes, converge harmoniously on CCT's unified agent desktop.
Posted by Veronica Silva Cusi, news correspondent
About CCT Solutions:
CCT is a provider of Omni-Channel customer engagement solutions. CCT helps companies communicate with existing contact channels and a new generation of customers, through web and mobile based interactions, such as Web RTC, chat, co browsing and video, ensuring their contact center agents adapt to the changing customer landscape, decreasing contact center costs and providing efficient relationships with their customers.
Published: Thursday, August 22, 2019
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
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|2.)||Call Center Studio|
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
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|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
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