ContactPro Agent Desktop for Omnichannel Customer Experience

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1 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 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 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. Benefits provided by CP include: increased agent productivity through flexible, user-oriented desktop design increased customer satisfaction due to coordinated actions optimized workflows and new possibilities in customer service by intelligently bringing together communications and client information easy integration and low operational costs due to P2P server/service technology current and forward compatibility guarantee through Avaya s product certification

2 ContactPro High Level Architecture 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.

3 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 Agent Support on all Interaction Channels - comprehensive telephony functionality - comprehensive / 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 Configurable Dash- /Wall-Board Function - current SLA (Service Level Agreement) level - individual or team performance - reports drawn from contact center databases 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

4 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 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 s, 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 > 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 >

5 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: 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. 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. 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). ContactPro EMC 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). 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. 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. ContactPro POM ContactPro 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. ContactPro WEB Reporter 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. 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.

6 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 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 For more information about these applications and enhancement modules please go to: Intelligent Communication CCT Deutschland GmbH Voltastrasse Frankfurt a. M. Germany Tel contact@cct-solutions.com CCT Europe GmbH Sumpfstrasse Steinhausen Switzerland Tel contact@cct-solutions.com CCT Software LLC 1735 Market Street Suite Philadelphia, PA United States of America Phone contact@cct-solutions.com 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.