CONTACTCENTER4ALL, a global provider of contact center solutions for Microsoft platforms, announced that its CC4Teams omnichannel software has received official certification from Microsoft.
Launched in mid-2020, the cloud-based CC4Teams solution enables organizations to use Microsoft Teams as a full-featured contact center platform, incorporating all the additional functionality needed to create an omnichannel contact center. Businesses can now integrate social media, email, chat and call offers with powerful analytics that can be used from anywhere, into their contact solution.
ContactCenter4ALL is an official Microsoft partner and has natively integrated its powerful CC4Teams solution into the Teams client using the extended model, giving customer service agents access to a full set of contact center features on a single screen. The omnichannel solution, with its intelligent call and chat routing, monitoring capabilities, and call recording, solves many of the pain points experienced by organizations when transitioning to remote or hybrid contact center operations.
CC4Teams’ advanced reporting and monitoring features, powered by Microsoft Power BI, mean managers have access to all reporting dashboards and agent performance information. The dashboard allows managers and agents to track live KPIs and view real-time and historical analytics, productivity, and call queues. With this information, management and supervisors can easily assess the overall performance of the contact center.
“The pandemic has contributed to a major expansion in Microsoft Teams adoption as many companies have adapted to remote and hybrid working,” said Anne-Meine Gramsma, CCO at ContactCenter4ALL. “Organizations are now realizing that there are a variety of specific features needed to transform the Teams platform into a full-service remote contact center and stay reachable. CC4Teams allows agents to access all the features of a modern contact center through Teams from anywhere, often at a lower total cost of ownership than traditional solutions.
“Our platform was built with over 20 years of contact center expertise, culminating in today’s recognition by Microsoft as a Certified Provider of third-party solutions to enhance the Microsoft Teams experience. said Cees de Jong, CEO of ContactCenter4ALL. “We used our knowledge of business processes in the contact center environment to create an easy-to-use solution that covers a range of contact center complexities. For example, we know that customers who contact the right agent the first time, either by phone or web chat, have the biggest impact on customer satisfaction, so we’ve built smart routing into our platform.
“The large-scale shift to remote and hybrid working has required the adoption of reliable communication platforms to support diverse business operations and collaboration from any location,” said Pete Daderko, director of marketing Microsoft Teams products. “The integration between Microsoft Teams and CC4Teams ensures that customer service agents are no exception, providing them with a rich set of contact center-specific features within Teams.”
We are a team of contact center experts with a common goal; to connect people, shape the industry and make an impact. Therefore, one could say that we are the ambassadors of the conversations. To have a meaningful conversation, you need to connect businesses with their customers, schools with their students, hospitals with their customers, you with us.
With CONTACTCENTER4ALL, it’s easy to connect and have a conversation…on any channel, anywhere, anytime. CC4ALL software is natively developed for and certified by Microsoft. It is easy to use and manage and will provide clear and easy to retrieve information. So connect with us; we will proudly show you our solution in a personalized demo.
For more information visit: contactcenter4all.com