Microsoft Teams Contact Centre Solution
CC4Teams is a specialised contact centre solution fullyintegrated with Microsoft Teams, providing businesses withan advanced platform for customer engagement.
Microsoft Teams Contact Centre Solution
CC4Teams is a specialised contact centre solution fully integrated with Microsoft Teams, providing businesses with an advanced platform for customer engagement
Transform Teams into the ultimate Contact Centre Solution
Business Challenges
Without a comprehensive contact centre solution in place, businesses face challenges that lead to poor customer experiences – directly impacting revenue, customer stickiness, and business reputation.
• Poor call management. Leading to long wait times and frustrated customers.
• Inefficient call routing. Customers are ‘bounced around’ between agents before reaching the appropriate agent.
• Limited contact options. Low omnichannel support limits how customers can reach a business.
• Lack of automation. Leads to delays and inefficient responses to customer queries.
• Inconsistent customer interactions. When agents have no prior knowledge of the customers’ history, customers are forced to re-explain their situation.
• Poor reporting and decision-making. A lack of quality data makes reporting and informed decision-making difficult.
AI-powered
Seamlessly integrates Azure cognitive services for text-to-speech, speech-to-text, and AI-powered chatbot functionalities. This enables more intelligent customer interactions and self-service options
Better data, analytics, and reporting
Real-time and historical Power BI reporting delivers in-depth analytics on agent performance, queue efficiency, and customer engagement, empowering data-driven decision-making.
More functionality for supervisors
An agent control dashboard with functionalities like listen-in, barge in, and whisper allows supervisors to monitor live interactions and provide real-time support.
Seamless handoffs of queues
Cold and warm transfer capabilities ensure easy handoffs between agents and CC4Teams queues. Customer wrap-up codes facilitate accurate case logging and post-call categorisation.
Compliance
CC4 Teams stands out with top-tier certifications such as ISO 27001, SOC 2, PCI DSS, and Microsoft Teams compliance. Additionally, it adheres to strict regulatory standards, including GDPR, MiFID II, FCA, and more, ensuring global reliability.
With unlimited scalability, call capture across any device, and features like unlimited storage and smart search, CC4 Teams optimises efficiency. It also prioritises data security with advanced encryption, data sovereignty, and a robust permission structure, making it a powerful and secure solution for businesses.
Compliance
CC4 Teams stands out with top-tier certifications such as ISO 27001, SOC 2, PCI DSS, and Microsoft Teams compliance. Additionally, it adheres to strict regulatory standards, including GDPR, MiFID II, FCA, and more, ensuring global reliability.
With unlimited scalability, call capture across any device, and features like unlimited storage and smart search, CC4 Teams optimises efficiency. It also prioritises data security with advanced encryption, data sovereignty, and a robust permission structure, making it a powerful and secure solution for businesses.
Unlimited Scalability
Scale your call recording solution to fit your ever-chaning needs.
Capture calls on any device
Capture voice across desk phones, mobile devices and UC Solutions.
Unlimited Storage
Store large volumes of data for 5 years and longer.
Highly Secure Encryption
Data is stored in a multi-tiered encryption system.
Permission Structure
Access to data can be restricted using permissions structures.
Data Sovereignty
Calls and data are stored in one location with geo-redundancy.
Included Contact Centre Features
✓ Calls Waiting List
✓ Selective Call Pick up – Cherry Picking
✓ Automated Call Answering
✓ Voice Channels
✓ Group Voicemail
✓ Notifications Centre
✓ Customisable Presence States
✓ Contact Lists
✓ Contact List – Instant Search
✓ Contact List – Teams Chat
✓ Variable Wrap up Codes & Time – Inbound
✓ Variable Wrap up Codes & Time – Outbound
✓ Automatically disabled when not answering calls
✓ Outbound dialing with number selection
✓ Favourites List in CC4Teams
✓ Call History
✓ Blind & Consultive Transfers
Optional CRM Integration
✓ Dynamics 365 Integration CTI
✓ ServiceNow Integration CTI
✓ Salesforce Integration CTI
✓ Red Cactus Integrations – 200+ Apps
Schedule a Demo
Let us show you how we can help your business grow. Call us today or submit this form to arrange a demo with one of our friendly advisers.