The integration of multiple enterprise communication tools — such as voice calling, video conferencing, instant messaging (IM), presence, content sharing, and so on — into a single, streamlined interface to improve user experience (UX) and productivity is known as unified communications (UC). Whether on a desktop computer, laptop, tablet, or smartphone, unified communications technology allows users to smoothly switch from one medium of communication to another within a single session. Someone might, for example, start a conversation via chat before elevating it to a video conference with a single click, rather than needing to open a new window.
CCT Solutions was founded in order to provide an omnichannel contact center solution provider & system integrator with the ability to provide unified handling of multiple customer interaction channels – voice, email, chat, SMS/text, IM, callback from the queue, or a call request from the website and social media – all integrated with one or more CRM or custom business applications. Uwe Kreuter, CEO of CCT Solutions has been leading the company since he has more than 25 years of experience in contact center and Unified Communications technologies.
About CCT Solutions
CCT Solutions has the ability to all customer interactions like inbound and outbound calling campaigns, web callbacks, callbacks from voice queues, webchat, callbacks scheduled by agents or customers, and outbound SMS campaigns. Therefore, it has launched a new range of services—ContactPro— the ability to manage and report on all customer interaction channels and to have that data merged with customer databases to identify trends and opportunities.
This solution will prove beneficial to the customers since they will have more flexibility to interact with the organizations, they do business with, and this makes them more satisfied. Moreover, it will ensure that the CRM integration enables the agent to handle customer interactions more efficiently by providing screen pops, customer journey, and pre-built response templates and that leads to the end customer getting what they need more quickly, which is the primary variable customers use to measure customer service.
CCT Solutions also provide its customers with virtual agents who thereby help them to assist customers and human customer service agent automatically and they can incorporate a video stream with co-browsing and screen sharing to help improve the communication effectiveness. CCT Solutions delivers an easy way to enhance its existing call center system investments by adding new interaction channels, blending outbound calling and callbacks, and integrating customer interactions with the CRM and business applications to all its clients.
Notable Services Offered by CCT Solutions
The CCT ContactPro is prone to increase customer satisfaction, agent efficiency, and profits as sometimes voice calls are not possible or simply too expensive and thus customers today want other easy options on a computer or a mobile device to contact organizations. Thus, this solution is the best fit as it enables the organizations to offer email, video, webchat, SMS/text, and social media as interaction channels.
Additionally, the organizations that use CCT ContactPro are known to integrate their CRM and business applications to provide real-time data directed with screen pops to help agents be more efficient and which increases the efficiency to gain better results.
CCT ContactPro makes sure that the customer journey information helps organizations to identify trends and opportunities because a detailed reporting of agent handling activities is a prerequisite for improvement.
Uwe Kreuter said, “In times like COVID-19 were supporting a home office workforce is critical, having a multi-channel enabled contact center is critical to organizational flexibility. One of the biggest challenges for enabling work at home agents is the internet connection for some home offices is not suitable for a good quality voice connection for customer service. With a multi-channel enabled contact center, you could have those agents who have a limited voice connection be the ones handling none real-time contacts such as emails, webchats, SMS/text, and social media customer interactions.
The needs for the agent and the agent desktop have risen as a result of globalization and new techniques of automating client conversation. Service personnel requires more context-related information and the ability to interact via many channels at the same time in order to fulfill consumers’ increasing expectations.
The omnichannel architects at CCT Solutions ensure that the concept, configuration, and professional project implementation follow CC Solutions’ high-quality standards. Lots of these projects rely on CCT ContactPro as an important component. It enables smart adoptions and provides the necessary information to the agent for optimal and efficient client engagement.
Overcoming the Hurdles
During the establishment of the company, CCT Solutions is known to have undergone some obstacles. Uwe put forth that incorporating IT infrastructure advancements like NoSQL databases, microservices, and cloud virtualization while adding new features and supporting existing customers is a balancing act that was a kind of challenge during the initial times. The company has attempted to blend in some of the new features to ensure that there are screen infrastructure improvements by keeping the software architecture similar.
In addition to this, the company had to look for a new way of reporting data because analytics for multi-session handling of chat and email-based interactions presents a new set of reporting data that doesn’t exist for voice-only call centers. It was a bigger challenge as agents generally work on multiple contacts simultaneously and it becomes quite difficult to collect and report all of the appropriate timestamps to accurately calculate customer wait time, agent handle time, and customer response time.
Uwe Kreuter: A Guiding Light and Mentor
Mr. Kreuter is a graduate engineer of communication engineering and has advised numerous well-known companies in the field of strategy and technology for customer interaction management and has presented at numerous contact center conferences. He had the vision for the ContactPro omnichannel suite and has led the team to create a solution.
On questioned about his leading his team, Uwe said he believes leadership is not simply management, the managers of the company need to plan, measure, monitor, coordinate, solve, hire, and do so many other things. He stated, “In CCT Solutions we always maintain a very fair and open ear environment for our employees, we guide them, and we help them to achieve their goals and results. In CCT Solutions we are successful to provide a positive work environment, each individual helps to create a personal development plan and this can have a very high impact on his personal goals and future work results.”
Remarkable Achievements of CCT Solutions
Avaya is the market leader in the contact center market with more agent seats than any other contact center system in the world and CCT Solutions was the Avaya 2019 Innovation Partner of the Year International and the 2015 Avaya Global DevConnect Partner of the Year. CCT ContactPro is also a complimentary add-on solution to Avaya contact center solutions and in recognition of that, Avaya carries CCT ContactPro parts on the Avaya parts list.
Apart from that, CCT Solutions was also selected in 2017 by CIOReview as one of the 20 Most Promising Contact Center Technology Solution Providers. In 2019 CCT Solutions was selected as one of the top ten Contact Center solution providers by Industry wired.
Pacing With the Changing Market Trends
The company successfully serves large and medium-sized enterprise contact centers in several industry segments such as health care, logistics & transportations, telecoms, insurance, financial services, and manufacturing. However, most of the development of the new features and solutions is done jointly with its’ customers to ensure the solutions provide exactly what the organizations are looking for as the company believes in listening to the customers is key to success.
The engineering team of CCT Solutions has created a well-designed software architecture that allows for new feature development to occur rapidly and with high quality. Furthermore, the company’s most strategic partnership is with Avaya, the leading contact center solution provider in the world. CCT Solutions is often brought in by Avaya to help its customers solve very challenging integration requirements.
Uwe’s Take on R&D
The CEO of the company has anticipated an even stronger move towards cloud-based contact center applications CCaaS. He stated, “The voice component of the ContactPro omnichannel solution, integration with cloud Unified Communication and CCaaS & CPaaS providers like Twilio, Ring Central, Nice CXOne, Amazon, and Microsoft Azure are focused while continuing to support Avaya customers with on-premises and Avaya One Cloud CCaaS contact center systems.”
Uwe considers that the evolution of NLP and AI to automate customer interactions will continue to evolve and be further integrated into the live agent experience to provide the best of both worlds – live agents with AI-based automated responses assisting those agents on sensitive and complex tasks. Thus, the company sees customer journey analytics and big data playing a bigger role in finding new opportunities.
“Don’t search for the problem, search for solutions.”