CC4TEAMS EXTEDNED MODEL FULLY CERTIFIED BY MICROSOFT
CC4Teams is the CC4ALL feature-rich contact centre solution in the Microsoft Extended Model with omni channel functionality.
CC4TEAMS Extended model solution includes its extensive omnichannel capabilities and its full certification with the Microsoft Teams platform that easily integrates with the existing working environment for your clients.
CC4Teams Extended is built exclusively for Microsoft Teams using the newest Cloud Communications Graph APIs, and therefore, is truly and fully integrated into Microsoft Teams. It uses Cloud Communications API for presence status, call functionality and call handling. In addition, Direct Routing manages the call connectivity, as it does in the Connect model or MS Calling plans.
CC4Teams enriches Microsoft Teams with additional features and functionality to use Teams as a complete contact centre solution. Other features include warm and cold transfer call recording, IVR, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, and home working facilities.
The intuitive CC4Teams user interface is designed for Microsoft Teams; it delivers the same user experience customers are accustomed to with the CC4Skype client. Contact Centre agents can quickly learn to use the software as they will feel familiar with Micorosft solutions, making the user interface easy to use and manage.
This translates into an early and easy adoption surge in the Contact Centre, resulting in higher productivity levels. CC4Teams was designed for collaboration and communication across all sizes of organisations. The CC4Teams adds functionality that a Contact Centre agent needs. This enables many new and efficient ways for Contact Centre teams and groups to collaborate and improve performance by, for instance, accessing the team’s complete knowledge base or using the Teams chat and conversating on topics between agents. All agents’ conversations with team members remain available in one place for fast reference. Finding the correct answers fast maximises agent efficiency.
Some of the available features in CC4Teams:-
- First-time-right call routing.
- Real-time and historical reporting.
- Call transfer.
- Graphical IVR.
- Supervisor functionality.
- One screen for all.
- Call Recording.
For further information, please contact the Nuvola team.