ContactPro is a fl exible, modular and customizable client-server solution for contact centers. CP empowers agents to effi ciently serve customers in today’s demanding world of omni-channel communication. The state-of-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 unifi ed interface for handling all inbound and outbound channels deployed by the contact center.The innovative CP architecture backed by Avaya product certifi cation 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 fl exible control of all managed interactions and places special emphasis on empowering contact center agents.

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-specifi c processes and applications.

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.

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 Functions and Features

n view of all customer activities via all channels

n all channels, incl. chat and social media

n integrated productivity tools

n confi gurable dash / wall board

n UC and Presence integration

n web and mobile device support

n dynamically confi gurable client

n P2P architecture

n multi-tenant design

n modular and scalable

n integration of applications

n fl exible database connection

For more information about these applications and enhancement modules please go to:www.cct-solutions.com

Intelligent Communication CCT Deutschland GmbH Voltastrasse 8160486 Frankfurt a. M.GermanyTel. +49 69 7191 4969 0contact@cct-solutions.com

CCT Software LLC1735 Market Street Suite 375019103 Philadelphia, PA United States of AmericaPhone +1 267 507 6196contact@cct-solutions.com

CCT Europe GmbH Sumpfstrasse 26 6312 SteinhausenSwitzerlandTel. +41 41 74842 22contact@cct-solutions.com

Benefi ts provided by CP include: n increased agent productivity through fl exible, user-oriented desktop designn increased customer satisfaction due to coordinated actionsn optimized workfl ows 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 certifi cation

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,

Context Store, Moxtra, ContactPro snapp in and Enterprise Work Assignment EWA to create enriched services for the Agent Desktop.

n ContactPro integration with ZangZang (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 AICScalable agent desktop solution for multi-channel inbound applications on the Avaya Interaction Center (AIC) platform. CP for AIC allows the replace-

ment 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 fl exible and modern agent management (see below).

n ContactPro EMCScalable agent desktop solution for multi-channel inbound applications on the Avaya Elite Multichannel (EMC) platform. ContactPro for EMC expands

the EMC functions with the fl exible 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 fl exible and modern agent management (see below).

n ContactPro Elite (Voice only)ContactPro creates an Agent Desktop Solution for Elite Voice only functions with the fl exible 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.

n ContactPro Presence on BreezeContactPro Presence is a foundational element of unifi ed 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 POMContactPro Outbound POM provides a scalable agent desktop solution for automatic and predictive outbound campaigns using Avaya Aura. With

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 ReporterWEB 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 ContactPro SupervisorMobile 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.

ContactPro – Agent Desktop for Omnichannel Customer Experience CCT ContactPro (CP) is the perfect solution for the agent desktop in an Avaya omnichannel contact center environment. ContactPro empowers agents to effi ciently 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.

omnichannel contact center environment. ContactPro empowers agents to effi ciently serve customers in today‘s demanding world of omnichannel communication. The

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

ContactPro features include:

The ContactPro architecture ensures close integration with the Avaya Aura platform and provides only those mod-ules and functions on the desktop that are required for the specifi c 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 out-sourcers. 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.

ContactPro High Level Architecture

ContactPro Highlights

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” func-tionality which addresses any device via Avaya Communi-cation 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 ad-ditional 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 ca-pacity 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 multi-ple customer enquiries with one click eliminating potential duplication. For effi cient handling of modern media such as social media, chat and IM, the agent is offered text mod-ules. In addition, outbound campaigns can be integrated and viewed in the customer history.

Full agent screen with integrated reporting >

The modular desktop client which uses modern script lan-guage and architecture (P2P) has a fl exible layout and can be adapted to each agent’s specifi c needs. Additional ap-plications 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 in-tegrated customer identifi cation 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 sys-tems (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 > .

Confi gurable Dash- /Wall-Board Function - current SLA (Service Level Agreement) level - individual or team performance - reports drawn from contact center databases

Dynamically Confi gurable Client for Agents - customized or preset default layout - rights-based - displays only those modules and functions that are needed - tenant-specifi c - multi-language support - online assistance with customer-specifi c processes

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

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

ContactPro features include:

The ContactPro architecture ensures close integration with the Avaya Aura platform and provides only those mod-ules and functions on the desktop that are required for the specifi c 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 out-sourcers. 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.

ContactPro High Level Architecture

ContactPro Highlights

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” func-tionality which addresses any device via Avaya Communi-cation 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 ad-ditional 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 ca-pacity 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 multi-ple customer enquiries with one click eliminating potential duplication. For effi cient handling of modern media such as social media, chat and IM, the agent is offered text mod-ules. In addition, outbound campaigns can be integrated and viewed in the customer history.

Full agent screen with integrated reporting >

The modular desktop client which uses modern script lan-guage and architecture (P2P) has a fl exible layout and can be adapted to each agent’s specifi c needs. Additional ap-plications 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 in-tegrated customer identifi cation 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 sys-tems (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 > .

Confi gurable Dash- /Wall-Board Function - current SLA (Service Level Agreement) level - individual or team performance - reports drawn from contact center databases

Dynamically Confi gurable Client for Agents - customized or preset default layout - rights-based - displays only those modules and functions that are needed - tenant-specifi c - multi-language support - online assistance with customer-specifi c processes

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

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

ContactPro features include:

The ContactPro architecture ensures close integration with the Avaya Aura platform and provides only those mod-ules and functions on the desktop that are required for the specifi c 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 out-sourcers. 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.

ContactPro High Level Architecture

ContactPro Highlights

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” func-tionality which addresses any device via Avaya Communi-cation 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 ad-ditional 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 ca-pacity 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 multi-ple customer enquiries with one click eliminating potential duplication. For effi cient handling of modern media such as social media, chat and IM, the agent is offered text mod-ules. In addition, outbound campaigns can be integrated and viewed in the customer history.

Full agent screen with integrated reporting >

The modular desktop client which uses modern script lan-guage and architecture (P2P) has a fl exible layout and can be adapted to each agent’s specifi c needs. Additional ap-plications 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 in-tegrated customer identifi cation 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 sys-tems (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 > .

Confi gurable Dash- /Wall-Board Function - current SLA (Service Level Agreement) level - individual or team performance - reports drawn from contact center databases

Dynamically Confi gurable Client for Agents - customized or preset default layout - rights-based - displays only those modules and functions that are needed - tenant-specifi c - multi-language support - online assistance with customer-specifi c processes

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

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

ContactPro – Agent Desktop for Omnichannel Customer Experience CCT ContactPro (CP) is the perfect solution for the agent desktop in an Avaya omnichannel contact center environment. ContactPro empowers agents to effi ciently 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 is a fl exible, modular and customizable client-server solution for contact centers. CP empowers agents to effi ciently serve customers in today’s demanding world of omni-channel communication. The state-of-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 unifi ed interface for handling all inbound and outbound channels deployed by the contact center.The innovative CP architecture backed by Avaya product certifi cation 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 fl exible control of all managed interactions and places special emphasis on empowering contact center agents.

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-specifi c processes and applications.

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.

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 Functions and Features

n view of all customer activities via all channels

n all channels, incl. chat and social media

n integrated productivity tools

n confi gurable dash / wall board

n UC and Presence integration

n web and mobile device support

n dynamically confi gurable client

n P2P architecture

n multi-tenant design

n modular and scalable

n integration of applications

n fl exible database connection

For more information about these applications and enhancement modules please go to:www.cct-solutions.com

Intelligent Communication CCT Deutschland GmbH Voltastrasse 8160486 Frankfurt a. M.GermanyTel. +49 69 7191 4969 0contact@cct-solutions.com

CCT Software LLC1735 Market Street Suite 375019103 Philadelphia, PA United States of AmericaPhone +1 267 507 6196contact@cct-solutions.com

CCT Europe GmbH Sumpfstrasse 26 6312 SteinhausenSwitzerlandTel. +41 41 74842 22contact@cct-solutions.com

Benefi ts provided by CP include: n increased agent productivity through fl exible, user-oriented desktop designn increased customer satisfaction due to coordinated actionsn optimized workfl ows 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 certifi cation

omnichannel contact center environment. ContactPro empowers agents to effi ciently

The state-of-the-art technology solution helps leverage existing infrastructure while

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,

Context Store, Moxtra, ContactPro snapp in and Enterprise Work Assignment EWA to create enriched services for the Agent Desktop.

n ContactPro integration with ZangZang (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 AICScalable agent desktop solution for multi-channel inbound applications on the Avaya Interaction Center (AIC) platform. CP for AIC allows the replace-

ment 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 fl exible and modern agent management (see below).

n ContactPro EMCScalable agent desktop solution for multi-channel inbound applications on the Avaya Elite Multichannel (EMC) platform. ContactPro for EMC expands

the EMC functions with the fl exible 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 fl exible and modern agent management (see below).

n ContactPro Elite (Voice only)ContactPro creates an Agent Desktop Solution for Elite Voice only functions with the fl exible 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.

n ContactPro Presence on BreezeContactPro Presence is a foundational element of unifi ed 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 POMContactPro Outbound POM provides a scalable agent desktop solution for automatic and predictive outbound campaigns using Avaya Aura. With

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 ReporterWEB 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 ContactPro SupervisorMobile 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.

ContactProOmni-Channel Agent DesktopAvaya Breeze (EDP) with ContactPro Snapp InAvaya Interaction Center (AIC)Avaya Elite Multichannel (EMC)Avaya Enablement Services (AES)Integrated with Avaya POMOutbound Manager App / POMWebReporter and DashboardSupervisor App / WebReporter AppSocial Media IntegrationIntegrated with Zang.ioIntegrated with Moxtra

The Architects for Omni-Channel

Architects for Avaya UC/CC

Omni-Channel Agent Desktop

Customer Experience CX focus

Customer Training and Consultancy

Public and private Cloud

phone: 267 507 6196 cct-solutions.com

ContactPro – Agent Desktop for

Omni-Channel Architects - Omni-Channel Agent Desktop

Meet the Experts Booth #540

Session 1501BTuesday, June 07th 2016Room: Oceanic 7 at 10:00 AM

Agent Care meansCustomer CareVisit our booth Nr. 540meet our experts,drop your business cardand win a Sonos PLAY:1The Wireless Hi-FiTerms and conditions are displayed by theprize draw box on booth #540

cct-solutions.com

ContactPro is a fl exible, modular and customizable client-server solution for contact centers. CP empowers agents to effi ciently serve customers in today’s demanding world of omni-channel communication. The state-of-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 unifi ed interface for handling all inbound and outbound channels deployed by the contact center.The innovative CP architecture backed by Avaya product certifi cation 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 fl exible control of all managed interactions and places special emphasis on empowering contact center agents.

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-specifi c processes and applications.

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.

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 Functions and Features

n view of all customer activities via all channels

n all channels, incl. chat and social media

n integrated productivity tools

n confi gurable dash / wall board

n UC and Presence integration

n web and mobile device support

n dynamically confi gurable client

n P2P architecture

n multi-tenant design

n modular and scalable

n integration of applications

n fl exible database connection

For more information about these applications and enhancement modules please go to:www.cct-solutions.com

Intelligent Communication CCT Deutschland GmbH Voltastrasse 8160486 Frankfurt a. M.GermanyTel. +49 69 7191 4969 0contact@cct-solutions.com

CCT Software LLC1735 Market Street Suite 375019103 Philadelphia, PA United States of AmericaPhone +1 267 507 6196contact@cct-solutions.com

CCT Europe GmbH Sumpfstrasse 26 6312 SteinhausenSwitzerlandTel. +41 41 74842 22contact@cct-solutions.com

Benefi ts provided by CP include: n increased agent productivity through fl exible, user-oriented desktop designn increased customer satisfaction due to coordinated actionsn optimized workfl ows 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 certifi cation

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,

Context Store, Moxtra, ContactPro snapp in and Enterprise Work Assignment EWA to create enriched services for the Agent Desktop.

n ContactPro integration with ZangZang (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 AICScalable agent desktop solution for multi-channel inbound applications on the Avaya Interaction Center (AIC) platform. CP for AIC allows the replace-

ment 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 fl exible and modern agent management (see below).

n ContactPro EMCScalable agent desktop solution for multi-channel inbound applications on the Avaya Elite Multichannel (EMC) platform. ContactPro for EMC expands

the EMC functions with the fl exible 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 fl exible and modern agent management (see below).

n ContactPro Elite (Voice only)ContactPro creates an Agent Desktop Solution for Elite Voice only functions with the fl exible 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.

n ContactPro Presence on BreezeContactPro Presence is a foundational element of unifi ed 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 POMContactPro Outbound POM provides a scalable agent desktop solution for automatic and predictive outbound campaigns using Avaya Aura. With

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 ReporterWEB 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 ContactPro SupervisorMobile 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.

ContactPro – Agent Desktop for Omnichannel Customer Experience CCT ContactPro (CP) is the perfect solution for the agent desktop in an Avaya omnichannel contact center environment. ContactPro empowers agents to effi ciently 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.

omnichannel contact center environment. ContactPro empowers agents to effi ciently serve customers in today‘s demanding world of omnichannel communication. The

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