CCT Solutions
Omni-channel Customer Engagement Simplified

In wake of customers becoming more demanding and taking advantage of modern technologies to interact in ways that are convenient to them, contact centers need to build a dynamic operation environment to complement this shift. CCT, with the team made up of senior consultants, project managers, software engineers and technicians is leading the way in total customer experience solutions by offering an end-to-end approach to managing deeper customer relationships through modern omni-channel and unified communication solutions. Their platforms help 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. By ensuring their contact center agents adapt to the changing customer landscape, CCT clients are able to decrease contact center costs and provide efficient relationships with their customers.

The CCT solutions are focused on integrating all customer action channels into a unified contact center desktop environment. “We can unify the customer interaction in our environment and provide the customer service agent with a full view and template for all types of communication. Our goal is to create a simplified solution for allowing flexible interactions that are easily configurable,” explains Uwe Kreuter, CEO.

CCT offers consulting and integration services that can build upon existing infrastructures. With over 80 available modules, CCT works with their clients to analyze the customer environment and work process in order to provide the best and most encompassing solution that will automate and optimize the contact center operations. Kreuter elaborates, “Our goal is to provide a step by step roadmap. Agility is the key word for contact centers, and we help them become more agile with our technology and omni-channel approach.”

Also, the company offers its own solution ContactPro for agent desktops in an Omni-Channel contact center environment to efficiently serve customers in today’s demanding world with multiple communication options. The solution integrates with the major partner vendors that include Avaya, Genesys, Salesforce.com, MS Dynamics & Skype for Business as well as SAP CRM, CafeX Communications and Moxtra.

We can unify the customer interaction in our environment and provide the customer service agent with a full view and template for all types of communication

One of CCT’s client success stories involves a utility software company based in Atlanta. The company had begun deployment of Microsoft Dynamics as a CRM tool for their help desk support team. During the process, they realized they needed a more integrated desktop approach to encompass phone calls and instant messaging. With over 300 agents providing phone and chat support for multiple products, the company needed a solution that could integrate the process and provide a view of the customer journey. CCT was able to build a solution using their ContactPro platform to create a unified desktop, enabling connectivity with Microsoft Dynamics. The CCT solution allowed the company to save time during customer interactions by combining voice and data into an integrated workflow process. This unified approach increased call resolution while giving the company a more modern way of communicating with their customers.

CCT was founded in Germany in 1999 and expanded into the U.S. market five years ago. The company is to continue its growth map by extending its footprint throughout Canada and South America as well. From a technology standpoint, the company is focused on innovation and best practices to optimize and enhance existing infrastructures, while providing unique solutions for a perfect customer relationship. Kreuter shares, “Based on modern technology, CCT helps enterprises, to engage with the new generation of customers via mobile engagement solutions, chat, video and social media. This way contact center costs can be reduced, and better customer relations can be built.”