CT Contact Center
Fully-featured, Powerful and Complete End-to-End Cloud Contact Center
Superior Customer Care
CT 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 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.
Fresh, Dynamic and User Friendly
Contact Center solutions can be complex, optimizing them shouldn’t be. With CT Contact Center’s user-friendly interface and graphical dashboards, enabling your staff to achieve your customer contact goals is easier, more accessible, and more enjoyable than ever before.
Key Features:
Data Center
- 24/7 network monitoring
- Geographical survivability
- Automatic software updates
- On-demand Scalability
- Certified PCI DSS 3.0 SSAE 16
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
Workforce Management
- Multi-Skill Routing
- CRM Integration
- Call-Flow Scripting
- IVR Integration
- Call Recording
- Scalable Solutions
Quality Management
- Call recording (with agent notes)
- Screen recording with playback
- Live monitor, whisper, barge-in
- Agent & web chat logs
- Agent coaching & evaluation
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
Quality Management
- 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
