ContactPro Product Family
The ContactPro line comprises omnichannel software solutions that are deployed complementary to
leading providers’ contact center products and clients. The solutions can be adapted to user-specific
processes and applications.
The following ContactPro applications are available:
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ContactPro for Breeze (formerly EDP)
ContactPro integrates with the AvayaBreeze (formerly Aura® EDP) to facilitate the design, creation and deployment of advanced team and customer
engagement services that extend the power of Avaya Aura. ContactPro supports available Avaya snapp-ins, including Web RTC, Real-time Speech,
ContactPro – Agent Desktop for
Omnichannel Customer Experience
Context Store, Moxtra, ContactPro snapp in and Enterprise Work Assignment EWA to create enriched services for the Agent Desktop.
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ContactPro integration with Zang
Zang (an Avaya Company) is a powerful communications platform-as-a-service to easily and quickly create voice and SMS applications - whether
for a mobile device, computer or integrated into traditional phone systems. CCT provides affordable, scalable, and secure pay-as-you-go real-time
communication tools integrated with ContactPro Agent Desktop.
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ContactPro AIC
Scalable agent desktop solution for multi-channel inbound applications on the Avaya Interaction Center (AIC) platform. CP for AIC allows the replacement of the Report Wizard business application with the ContactPro Administrator, to integrate additional media such as social media or IM and to
enhance the desktop with the Presence function. In addition to that, it integrates telephony quality monitoring functions and the outbound-module.
The ContactPro Supervisor Application and WEB Reporter enable flexible and modern agent management (see below).
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CCT and ContactPro
CCT is leading the way in omnichannel customer experience solutions. Based on Avaya technology, CCT helps companies
communicate with a new generation of customers, through social media, chat, and video, ensuring their contact center
agents adapt to the changing customer landscape, decreasing contact center costs and providing deeper relationships
with their customers.
ContactPro is an omnichannel software solution developed by CCT. The software complements Contact Center products
and clients by Avaya and other leading vendors and can be customized to the users’ processes and applications.
ContactPro EMC
ContactPro is a flexible, modular and customizable client-server solution
for contact centers. CP empowers agents to efficiently serve customers
in today’s demanding world of omni-channel communication. The stateof-the-art technology solution helps contact centers to leverage their
existing Avaya infrastructure while decreasing contact center costs and
increasing customer satisfaction.
CP provides a unified interface for handling all inbound and outbound
channels deployed by the contact center.
The innovative CP architecture backed by Avaya product certification
ensure seamless integration in the Avaya platform and also provides
security with regards to upgrades, future enhancements and in support
cases.
ContactPro helps to gain better and more flexible control of all managed
interactions and places special emphasis on empowering contact center
agents.
Scalable agent desktop solution for multi-channel inbound applications on the Avaya Elite Multichannel (EMC) platform. ContactPro for EMC expands
the EMC functions with the flexible and modular client. In addition to that, the Customer-One-Click feature and social media and IM are integrated.
The ContactPro Supervisor Application and WEB Reporter enable flexible and modern agent management (see below).
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ContactPro Elite (Voice only)
ContactPro creates an Agent Desktop Solution for Elite Voice only functions with the flexible and modular CP Client. ContactPro Elite supports key
features of AES DMCC and AES TSAPI Interfaces to support full phone control and telecommuter services. The CP Client for Elite also supports all
available ContactPro Desktop Modules in a Voice only Agent environment such as CP Avaya Presence/IM, CP Wallboard, CP Call History, etc.
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ContactPro Presence on Breeze
ContactPro Presence is a foundational element of unified communications and contact center. It provides detailed information about a given user’s
availability and current activity, preferred mode of communication and even location, allowing users to connect with the right person at the right
time using the right mode of communication.
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ContactPro POM
ContactPro Outbound POM provides a scalable agent desktop solution for automatic and predictive outbound campaigns using Avaya Aura. With
ContactPro Functions and Features
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view of all customer activities via all channels
all channels, incl. chat and social media
integrated productivity tools
configurable dash / wall board
UC and Presence integration
web and mobile device support
dynamically configurable client
P2P architecture
multi-tenant design
modular and scalable
integration of applications
flexible database connection
ContactPro, agents can register with Elite ACD and POM for campaigns and use call campaign scripts to edit the customer data for sales or service
campaign accordingly. The agent can view the entire customer omnichannel history for in- and outbound.
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ContactPro WEB Reporter
For more information about these applications and enhancement modules please go to:
www.cct-solutions.com
WEB reporting and dashboard module of all data collected or integrated in ContactPro. Enables managers and supervisors to access reports via
Internet browser, wherever and whenever they want to.
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CCT ContactPro (CP) is the perfect solution for the agent desktop in an Avaya
omnichannel contact center environment. ContactPro empowers agents to efficiently
serve customers in today‘s demanding world of omnichannel communication. The
state-of-the-art technology solution helps leverage existing infrastructure while
decreasing contact center costs and increasing customer satisfaction.
ContactPro Supervisor
Mobile application for reporting and management/control of agents. Gives supervisors/managers the ability to manage skill changes for agents (skills)
to achieve service level targets via the mobile device.
Intelligent Communication
CCT Deutschland GmbH
Voltastrasse 81
60486 Frankfurt a. M.
Germany
Tel. +49 69 7191 4969 0
[email protected]
CCT Europe GmbH
Sumpfstrasse 26
6312 Steinhausen
Switzerland
Tel. +41 41 74842 22
[email protected]
CCT Software LLC
1735 Market Street Suite 3750
19103 Philadelphia, PA
United States of America
Phone +1 267 507 6196
[email protected]
CCT ContactPro is a registered trademark of CCT. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
Benefits provided by CP include:
n increased agent productivity through flexible, user-oriented
desktop design
n increased customer satisfaction due to coordinated actions
n optimized workflows and new possibilities in customer service
by intelligently bringing together communications and client
information
n easy integration and low operational costs due to P2P
server/service technology
n current and forward compatibility guarantee through
Avaya’s product certification
ContactPro
High Level Architecture
ContactPro features
include:
Dynamically Configurable Client for Agents
- customized or preset default layout
- rights-based
- displays only those modules and functions
that are needed
- tenant-specific
- multi-language support
- online assistance with customer-specific
processes
The ContactPro architecture ensures close integration with the Avaya Aura platform and provides only those modules and functions on the desktop that are required for the specific tasks of the agent, the team or the department.
CP’s database module has comprehensive access to the data in the Avaya environment and at the same time serves
as the interface to other enterprise databases. Therefore, the agent can be provided with comprehensive historic
and real-time customer data.
Due to its architecture, the solution allows close integration with communications platforms. For instance, skill- and
case-based routing can be done via appropriate connections and real-time and presence information can also be
made available. Integration of IVR and quality monitoring is included. Integration of third-party software includes,
among others, workforce management software, scanning and archiving as well as CRM systems.
The multi-tenant design of ContactPro makes it easy to integrate and connect distributed call centers and outsourcers. Central data repository and central reporting as supported by CP are especially relevant when integrating
outsourced service providers The desktop can be customized, depending on the permission settings. Size and
position of task and information panes can easily be adjusted and moved. Layouts can be stored or set back to
standard defaults.
Agent Support on all Interaction Channels
- comprehensive telephony functionality
- comprehensive email / paper mail / fax
integration and functionality
- comprehensive web, chat and instant
messaging (IM) features
- social media support
Integration with other Applications
- consolidated view
- fewer Apps and panes
- open due to SDK/API and SQL support
Web and Mobile-Device Support
- reports and dashboard
- workforce management application
- customizable
ContactPro Highlights
Configurable Dash- /Wall-Board Function
- current SLA (Service Level Agreement) level
- individual or team performance
- reports drawn from contact center databases
ContactPro Client fully synchronizes with the telephone
workplace and agents can either use their hardphone or
the Client to make calls and use the respective features
such as answer, hold, redial, forward, conference and smart
dialing (for example from the Active Directory). Virtual call
centers can be supported with the “Telecommuter” functionality which addresses any device via Avaya Communication Manager. Also, they can easily be enhanced with
additional functions. A modern HTML editor is used for
emails, faxes or letter mails. Content Analyze, the solution’s
keyword analysis can be used for skill-based routing or additional third-party content analysis. ContactPro Client also
includes a view of the current statistical-data of all media.
The Client Wallboard provides information on current capacity utilization, average wait time, average talk / handling
time, service level adherence, and more. The customized
dashboards and the Presence function allow teams to see
the current workload. Therefore, agents can easily reinforce
a busy team and help reach the service goals. By displaying
all customer contacts, agents are enabled to handle multiple customer enquiries with one click eliminating potential
duplication. For efficient handling of modern media such as
social media, chat and IM, the agent is offered text modules. In addition, outbound campaigns can be integrated
and viewed in the customer history.
Full agent screen with integrated reporting >
UC and Collaboration Integration
- Avaya and Microsoft Lync
- engaging experts (ask questions, forward)
- chat with colleagues
- quality monitoring
View all Customer Activities
- all channels
- including closed and open events
- closing all open events referring to the same
query with one click (Customer-One-Click)
Productivity Tools
- spell checker (multi-language)
- task list
- templates and text modules (task-based)
- automated processes
(for instance auto response, IVR)
- integration of experts/supervisors
- directory support
The modular desktop client which uses modern script language and architecture (P2P) has a flexible layout and can
be adapted to each agent’s specific needs. Additional applications can easily be integrated. It provides a SIP phone
dialer, displays the voice status and provides information
on media integration, real-time contact data and Presence
(including social media, telephone, etc.). It also features integrated customer identification with customer history and
customer issue list.
Create-your-own-Desktop >
The Customer One-Point view selects all customer contacts,
from the last 10 to maximum setting. There are no channel
silos: The view shows all customer contacts over all media,
each with respective status. It shows detailed historical data
for every contact and integrated data from all related systems (data mapping). With just one click agents can close
all enquiries referring to the same issue once that issue is
resolved. This ensures that the issue will not be handled in
parallel by another agent and eliminates potential duplicate
work.
Customer One-Point with all contacts >
.
ContactPro
High Level Architecture
ContactPro features
include:
Dynamically Configurable Client for Agents
- customized or preset default layout
- rights-based
- displays only those modules and functions
that are needed
- tenant-specific
- multi-language support
- online assistance with customer-specific
processes
The ContactPro architecture ensures close integration with the Avaya Aura platform and provides only those modules and functions on the desktop that are required for the specific tasks of the agent, the team or the department.
CP’s database module has comprehensive access to the data in the Avaya environment and at the same time serves
as the interface to other enterprise databases. Therefore, the agent can be provided with comprehensive historic
and real-time customer data.
Due to its architecture, the solution allows close integration with communications platforms. For instance, skill- and
case-based routing can be done via appropriate connections and real-time and presence information can also be
made available. Integration of IVR and quality monitoring is included. Integration of third-party software includes,
among others, workforce management software, scanning and archiving as well as CRM systems.
The multi-tenant design of ContactPro makes it easy to integrate and connect distributed call centers and outsourcers. Central data repository and central reporting as supported by CP are especially relevant when integrating
outsourced service providers The desktop can be customized, depending on the permission settings. Size and
position of task and information panes can easily be adjusted and moved. Layouts can be stored or set back to
standard defaults.
Agent Support on all Interaction Channels
- comprehensive telephony functionality
- comprehensive email / paper mail / fax
integration and functionality
- comprehensive web, chat and instant
messaging (IM) features
- social media support
Integration with other Applications
- consolidated view
- fewer Apps and panes
- open due to SDK/API and SQL support
Web and Mobile-Device Support
- reports and dashboard
- workforce management application
- customizable
ContactPro Highlights
Configurable Dash- /Wall-Board Function
- current SLA (Service Level Agreement) level
- individual or team performance
- reports drawn from contact center databases
ContactPro Client fully synchronizes with the telephone
workplace and agents can either use their hardphone or
the Client to make calls and use the respective features
such as answer, hold, redial, forward, conference and smart
dialing (for example from the Active Directory). Virtual call
centers can be supported with the “Telecommuter” functionality which addresses any device via Avaya Communication Manager. Also, they can easily be enhanced with
additional functions. A modern HTML editor is used for
emails, faxes or letter mails. Content Analyze, the solution’s
keyword analysis can be used for skill-based routing or additional third-party content analysis. ContactPro Client also
includes a view of the current statistical-data of all media.
The Client Wallboard provides information on current capacity utilization, average wait time, average talk / handling
time, service level adherence, and more. The customized
dashboards and the Presence function allow teams to see
the current workload. Therefore, agents can easily reinforce
a busy team and help reach the service goals. By displaying
all customer contacts, agents are enabled to handle multiple customer enquiries with one click eliminating potential
duplication. For efficient handling of modern media such as
social media, chat and IM, the agent is offered text modules. In addition, outbound campaigns can be integrated
and viewed in the customer history.
Full agent screen with integrated reporting >
UC and Collaboration Integration
- Avaya and Microsoft Lync
- engaging experts (ask questions, forward)
- chat with colleagues
- quality monitoring
View all Customer Activities
- all channels
- including closed and open events
- closing all open events referring to the same
query with one click (Customer-One-Click)
Productivity Tools
- spell checker (multi-language)
- task list
- templates and text modules (task-based)
- automated processes
(for instance auto response, IVR)
- integration of experts/supervisors
- directory support
The modular desktop client which uses modern script language and architecture (P2P) has a flexible layout and can
be adapted to each agent’s specific needs. Additional applications can easily be integrated. It provides a SIP phone
dialer, displays the voice status and provides information
on media integration, real-time contact data and Presence
(including social media, telephone, etc.). It also features integrated customer identification with customer history and
customer issue list.
Create-your-own-Desktop >
The Customer One-Point view selects all customer contacts,
from the last 10 to maximum setting. There are no channel
silos: The view shows all customer contacts over all media,
each with respective status. It shows detailed historical data
for every contact and integrated data from all related systems (data mapping). With just one click agents can close
all enquiries referring to the same issue once that issue is
resolved. This ensures that the issue will not be handled in
parallel by another agent and eliminates potential duplicate
work.
Customer One-Point with all contacts >
.
ContactPro
High Level Architecture
ContactPro features
include:
Dynamically Configurable Client for Agents
- customized or preset default layout
- rights-based
- displays only those modules and functions
that are needed
- tenant-specific
- multi-language support
- online assistance with customer-specific
processes
The ContactPro architecture ensures close integration with the Avaya Aura platform and provides only those modules and functions on the desktop that are required for the specific tasks of the agent, the team or the department.
CP’s database module has comprehensive access to the data in the Avaya environment and at the same time serves
as the interface to other enterprise databases. Therefore, the agent can be provided with comprehensive historic
and real-time customer data.
Due to its architecture, the solution allows close integration with communications platforms. For instance, skill- and
case-based routing can be done via appropriate connections and real-time and presence information can also be
made available. Integration of IVR and quality monitoring is included. Integration of third-party software includes,
among others, workforce management software, scanning and archiving as well as CRM systems.
The multi-tenant design of ContactPro makes it easy to integrate and connect distributed call centers and outsourcers. Central data repository and central reporting as supported by CP are especially relevant when integrating
outsourced service providers The desktop can be customized, depending on the permission settings. Size and
position of task and information panes can easily be adjusted and moved. Layouts can be stored or set back to
standard defaults.
Agent Support on all Interaction Channels
- comprehensive telephony functionality
- comprehensive email / paper mail / fax
integration and functionality
- comprehensive web, chat and instant
messaging (IM) features
- social media support
Integration with other Applications
- consolidated view
- fewer Apps and panes
- open due to SDK/API and SQL support
Web and Mobile-Device Support
- reports and dashboard
- workforce management application
- customizable
ContactPro Highlights
Configurable Dash- /Wall-Board Function
- current SLA (Service Level Agreement) level
- individual or team performance
- reports drawn from contact center databases
ContactPro Client fully synchronizes with the telephone
workplace and agents can either use their hardphone or
the Client to make calls and use the respective features
such as answer, hold, redial, forward, conference and smart
dialing (for example from the Active Directory). Virtual call
centers can be supported with the “Telecommuter” functionality which addresses any device via Avaya Communication Manager. Also, they can easily be enhanced with
additional functions. A modern HTML editor is used for
emails, faxes or letter mails. Content Analyze, the solution’s
keyword analysis can be used for skill-based routing or additional third-party content analysis. ContactPro Client also
includes a view of the current statistical-data of all media.
The Client Wallboard provides information on current capacity utilization, average wait time, average talk / handling
time, service level adherence, and more. The customized
dashboards and the Presence function allow teams to see
the current workload. Therefore, agents can easily reinforce
a busy team and help reach the service goals. By displaying
all customer contacts, agents are enabled to handle multiple customer enquiries with one click eliminating potential
duplication. For efficient handling of modern media such as
social media, chat and IM, the agent is offered text modules. In addition, outbound campaigns can be integrated
and viewed in the customer history.
Full agent screen with integrated reporting >
UC and Collaboration Integration
- Avaya and Microsoft Lync
- engaging experts (ask questions, forward)
- chat with colleagues
- quality monitoring
View all Customer Activities
- all channels
- including closed and open events
- closing all open events referring to the same
query with one click (Customer-One-Click)
Productivity Tools
- spell checker (multi-language)
- task list
- templates and text modules (task-based)
- automated processes
(for instance auto response, IVR)
- integration of experts/supervisors
- directory support
The modular desktop client which uses modern script language and architecture (P2P) has a flexible layout and can
be adapted to each agent’s specific needs. Additional applications can easily be integrated. It provides a SIP phone
dialer, displays the voice status and provides information
on media integration, real-time contact data and Presence
(including social media, telephone, etc.). It also features integrated customer identification with customer history and
customer issue list.
Create-your-own-Desktop >
The Customer One-Point view selects all customer contacts,
from the last 10 to maximum setting. There are no channel
silos: The view shows all customer contacts over all media,
each with respective status. It shows detailed historical data
for every contact and integrated data from all related systems (data mapping). With just one click agents can close
all enquiries referring to the same issue once that issue is
resolved. This ensures that the issue will not be handled in
parallel by another agent and eliminates potential duplicate
work.
Customer One-Point with all contacts >
.
Omni-Channel Archite
cts - Omni-Channel Ag
ContactPro Product Family
ni-Channel
Architects for Avaya
UC/CC
Omni-Channel Agent
Desktop
Customer Experience
CX focus
Customer Training and
Consultancy
Public and private Clo
ud
The following ContactPro applications are available:
n
Session 1501B
The Architects for Om
The ContactPro line comprises omnichannel software solutions that are deployed complementary to
leading providers’ contact center products and clients. The solutions can be adapted to user-specific
processes and applications.
ContactPro
ContactPro for Breeze (formerly EDP)
phone: 267 507 6196
cct-solutions.com
Terms and conditions are
displayed by the
prize draw box on boot
h #540
cct-solutions.com
ContactPro integration with Zang
ContactPro – Agent Desktop for
Omnichannel Customer Experience
Zang (an Avaya Company) is a powerful communications platform-as-a-service to easily and quickly create voice and SMS applications - whether
communication tools integrated with ContactPro Agent Desktop.
n
ContactPro AIC
Scalable agent desktop solution for multi-channel inbound applications on the Avaya Interaction Center (AIC) platform. CP for AIC allows the replacement of the Report Wizard business application with the ContactPro Administrator, to integrate additional media such as social media or IM and to
enhance the desktop with the Presence function. In addition to that, it integrates telephony quality monitoring functions and the outbound-module.
The ContactPro Supervisor Application and WEB Reporter enable flexible and modern agent management (see below).
n
CCT and ContactPro
CCT is leading the way in omnichannel customer experience solutions. Based on Avaya technology, CCT helps companies
communicate with a new generation of customers, through social media, chat, and video, ensuring their contact center
agents adapt to the changing customer landscape, decreasing contact center costs and providing deeper relationships
with their customers.
ContactPro is an omnichannel software solution developed by CCT. The software complements Contact Center products
and clients by Avaya and other leading vendors and can be customized to the users’ processes and applications.
the EMC functions with the flexible and modular client. In addition to that, the Customer-One-Click feature and social media and IM are integrated.
The ContactPro Supervisor Application and WEB Reporter enable flexible and modern agent management (see below).
ContactPro Elite (Voice only)
ContactPro creates an Agent Desktop Solution for Elite Voice only functions with the flexible and modular CP Client. ContactPro Elite supports key
features of AES DMCC and AES TSAPI Interfaces to support full phone control and telecommuter services. The CP Client for Elite also supports all
available ContactPro Desktop Modules in a Voice only Agent environment such as CP Avaya Presence/IM, CP Wallboard, CP Call History, etc.
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ContactPro Presence on Breeze
ContactPro Presence is a foundational element of unified communications and contact center. It provides detailed information about a given user’s
availability and current activity, preferred mode of communication and even location, allowing users to connect with the right person at the right
time using the right mode of communication.
n
ContactPro POM
ContactPro Outbound POM provides a scalable agent desktop solution for automatic and predictive outbound campaigns using Avaya Aura. With
ContactPro is a flexible, modular and customizable client-server solution
for contact centers. CP empowers agents to efficiently serve customers
in today’s demanding world of omni-channel communication. The stateof-the-art technology solution helps contact centers to leverage their
existing Avaya infrastructure while decreasing contact center costs and
increasing customer satisfaction.
CP provides a unified interface for handling all inbound and outbound
channels deployed by the contact center.
The innovative CP architecture backed by Avaya product certification
ensure seamless integration in the Avaya platform and also provides
security with regards to upgrades, future enhancements and in support
cases.
ContactPro helps to gain better and more flexible control of all managed
interactions and places special emphasis on empowering contact center
agents.
ContactPro Functions and Features
n
n
n
n
n
n
n
n
n
n
n
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view of all customer activities via all channels
all channels, incl. chat and social media
integrated productivity tools
configurable dash / wall board
UC and Presence integration
web and mobile device support
dynamically configurable client
P2P architecture
multi-tenant design
modular and scalable
integration of applications
flexible database connection
ContactPro, agents can register with Elite ACD and POM for campaigns and use call campaign scripts to edit the customer data for sales or service
campaign accordingly. The agent can view the entire customer omnichannel history for in- and outbound.
n
ContactPro WEB Reporter
For more information about these applications and enhancement modules please go to:
www.cct-solutions.com
WEB reporting and dashboard module of all data collected or integrated in ContactPro. Enables managers and supervisors to access reports via
Internet browser, wherever and whenever they want to.
n
CCT ContactPro (CP) is the perfect solution for the agent desktop in an Avaya
omnichannel contact center environment. ContactPro empowers agents to efficiently
serve customers in today‘s demanding world of omnichannel communication.
The state-of-the-art technology solution helps leverage existing infrastructure while
decreasing contact center costs and increasing customer satisfaction.
ContactPro EMC
Scalable agent desktop solution for multi-channel inbound applications on the Avaya Elite Multichannel (EMC) platform. ContactPro for EMC expands
n
Booth #540
Visit our booth Nr. 540
meet our experts,
drop your business card
and win a Sonos PLAY:1
The Wireless Hi-Fi
Context Store, Moxtra, ContactPro snapp in and Enterprise Work Assignment EWA to create enriched services for the Agent Desktop.
for a mobile device, computer or integrated into traditional phone systems. CCT provides affordable, scalable, and secure pay-as-you-go real-time
ContactPro Supervisor
Mobile application for reporting and management/control of agents. Gives supervisors/managers the ability to manage skill changes for agents (skills)
to achieve service level targets via the mobile device.
AM
Agent Care means
Customer Care
engagement services that extend the power of Avaya Aura. ContactPro supports available Avaya snapp-ins, including Web RTC, Real-time Speech,
n
Tuesday, June 07th 201
6
Room: Oceanic 7 at 10:
00
Meet the Experts
Omni-Channel Agent Desk
top
Avaya Breeze (EDP) with
ContactPro Snapp In
Avaya Interaction Center
(AIC)
Avaya Elite Multichanne
l (EMC)
Avaya Enablement Serv
ices (AES)
Integrated with Avaya
POM
Outbound Manager App
/ POM
WebReporter and Dash
board
Supervisor App / WebRep
orter App
Social Media Integration
Integrated with Zang.io
Integrated with Moxtra
ContactPro integrates with the AvayaBreeze (formerly Aura® EDP) to facilitate the design, creation and deployment of advanced team and customer
ent Desktop
Intelligent Communication
CCT Deutschland GmbH
Voltastrasse 81
60486 Frankfurt a. M.
Germany
Tel. +49 69 7191 4969 0
[email protected]
CCT Europe GmbH
Sumpfstrasse 26
6312 Steinhausen
Switzerland
Tel. +41 41 74842 22
[email protected]
CCT Software LLC
1735 Market Street Suite 3750
19103 Philadelphia, PA
United States of America
Phone +1 267 507 6196
[email protected]
CCT ContactPro is a registered trademark of CCT. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
Benefits provided by CP include:
n increased agent productivity through flexible, user-oriented
desktop design
n increased customer satisfaction due to coordinated actions
n optimized workflows and new possibilities in customer service
by intelligently bringing together communications and client
information
n easy integration and low operational costs due to P2P
server/service technology
n current and forward compatibility guarantee through
Avaya’s product certification
ContactPro Product Family
The ContactPro line comprises omnichannel software solutions that are deployed complementary to
leading providers’ contact center products and clients. The solutions can be adapted to user-specific
processes and applications.
The following ContactPro applications are available:
n
ContactPro for Breeze (formerly EDP)
ContactPro integrates with the AvayaBreeze (formerly Aura® EDP) to facilitate the design, creation and deployment of advanced team and customer
engagement services that extend the power of Avaya Aura. ContactPro supports available Avaya snapp-ins, including Web RTC, Real-time Speech,
ContactPro – Agent Desktop for
Omnichannel Customer Experience
Context Store, Moxtra, ContactPro snapp in and Enterprise Work Assignment EWA to create enriched services for the Agent Desktop.
n
ContactPro integration with Zang
Zang (an Avaya Company) is a powerful communications platform-as-a-service to easily and quickly create voice and SMS applications - whether
for a mobile device, computer or integrated into traditional phone systems. CCT provides affordable, scalable, and secure pay-as-you-go real-time
communication tools integrated with ContactPro Agent Desktop.
n
ContactPro AIC
Scalable agent desktop solution for multi-channel inbound applications on the Avaya Interaction Center (AIC) platform. CP for AIC allows the replacement of the Report Wizard business application with the ContactPro Administrator, to integrate additional media such as social media or IM and to
enhance the desktop with the Presence function. In addition to that, it integrates telephony quality monitoring functions and the outbound-module.
The ContactPro Supervisor Application and WEB Reporter enable flexible and modern agent management (see below).
n
CCT and ContactPro
CCT is leading the way in omnichannel customer experience solutions. Based on Avaya technology, CCT helps companies
communicate with a new generation of customers, through social media, chat, and video, ensuring their contact center
agents adapt to the changing customer landscape, decreasing contact center costs and providing deeper relationships
with their customers.
ContactPro is an omnichannel software solution developed by CCT. The software complements Contact Center products
and clients by Avaya and other leading vendors and can be customized to the users’ processes and applications.
ContactPro EMC
ContactPro is a flexible, modular and customizable client-server solution
for contact centers. CP empowers agents to efficiently serve customers
in today’s demanding world of omni-channel communication. The stateof-the-art technology solution helps contact centers to leverage their
existing Avaya infrastructure while decreasing contact center costs and
increasing customer satisfaction.
CP provides a unified interface for handling all inbound and outbound
channels deployed by the contact center.
The innovative CP architecture backed by Avaya product certification
ensure seamless integration in the Avaya platform and also provides
security with regards to upgrades, future enhancements and in support
cases.
ContactPro helps to gain better and more flexible control of all managed
interactions and places special emphasis on empowering contact center
agents.
Scalable agent desktop solution for multi-channel inbound applications on the Avaya Elite Multichannel (EMC) platform. ContactPro for EMC expands
the EMC functions with the flexible and modular client. In addition to that, the Customer-One-Click feature and social media and IM are integrated.
The ContactPro Supervisor Application and WEB Reporter enable flexible and modern agent management (see below).
n
ContactPro Elite (Voice only)
ContactPro creates an Agent Desktop Solution for Elite Voice only functions with the flexible and modular CP Client. ContactPro Elite supports key
features of AES DMCC and AES TSAPI Interfaces to support full phone control and telecommuter services. The CP Client for Elite also supports all
available ContactPro Desktop Modules in a Voice only Agent environment such as CP Avaya Presence/IM, CP Wallboard, CP Call History, etc.
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ContactPro Presence on Breeze
ContactPro Presence is a foundational element of unified communications and contact center. It provides detailed information about a given user’s
availability and current activity, preferred mode of communication and even location, allowing users to connect with the right person at the right
time using the right mode of communication.
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ContactPro POM
ContactPro Outbound POM provides a scalable agent desktop solution for automatic and predictive outbound campaigns using Avaya Aura. With
ContactPro Functions and Features
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view of all customer activities via all channels
all channels, incl. chat and social media
integrated productivity tools
configurable dash / wall board
UC and Presence integration
web and mobile device support
dynamically configurable client
P2P architecture
multi-tenant design
modular and scalable
integration of applications
flexible database connection
ContactPro, agents can register with Elite ACD and POM for campaigns and use call campaign scripts to edit the customer data for sales or service
campaign accordingly. The agent can view the entire customer omnichannel history for in- and outbound.
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ContactPro WEB Reporter
For more information about these applications and enhancement modules please go to:
www.cct-solutions.com
WEB reporting and dashboard module of all data collected or integrated in ContactPro. Enables managers and supervisors to access reports via
Internet browser, wherever and whenever they want to.
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CCT ContactPro (CP) is the perfect solution for the agent desktop in an Avaya
omnichannel contact center environment. ContactPro empowers agents to efficiently
serve customers in today‘s demanding world of omnichannel communication. The
state-of-the-art technology solution helps leverage existing infrastructure while
decreasing contact center costs and increasing customer satisfaction.
ContactPro Supervisor
Mobile application for reporting and management/control of agents. Gives supervisors/managers the ability to manage skill changes for agents (skills)
to achieve service level targets via the mobile device.
Intelligent Communication
CCT Deutschland GmbH
Voltastrasse 81
60486 Frankfurt a. M.
Germany
Tel. +49 69 7191 4969 0
[email protected]
CCT Europe GmbH
Sumpfstrasse 26
6312 Steinhausen
Switzerland
Tel. +41 41 74842 22
[email protected]
CCT Software LLC
1735 Market Street Suite 3750
19103 Philadelphia, PA
United States of America
Phone +1 267 507 6196
[email protected]
CCT ContactPro is a registered trademark of CCT. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
Benefits provided by CP include:
n increased agent productivity through flexible, user-oriented
desktop design
n increased customer satisfaction due to coordinated actions
n optimized workflows and new possibilities in customer service
by intelligently bringing together communications and client
information
n easy integration and low operational costs due to P2P
server/service technology
n current and forward compatibility guarantee through
Avaya’s product certification