CONTACTCENTER4ALL achieves Microsoft certification for its feature-rich CC4Teams Customer Contact solution
CONTACTCENTER4ALL achieves Microsoft certification for its feature-rich CC4Teams Customer Contact solution
- Microsoft certification confirms CC4Teams as a contact center solution that adds powerful Omni-Channel services to the Microsoft Teams platform
- CC4Teams is certified for the Extended Model, using Teams Graph APIs and Cloud Communication APIs for integration with Teams
- Teams users now have access to functionalities including call recording, intelligent skills-based routing, and analytics dashboards driven by Microsoft Power BI
CONTACTCENTER4ALL, a global provider of Customer Contact Enablement solutions for Microsoft platforms, announced its CC4Teams Omni-Channel software has achieved official Microsoft certification. First launched in mid-2020, the cloud-based CC4Teams solution enables organizations to use Microsoft Teams as a fully functional Customer Contact platform, incorporating all the extra features necessary to create an Omni-Channel contact center. Companies can now integrate social media, e-mail, web chat, and call offerings with powerful analytics that can be used from any location into their contact solution.
As an official Microsoft partner, CONTACTCENTER4ALL has natively integrated its powerful CC4Teams solution into the Teams client using the Extended model, providing customer service agents access to a full set of contact center features on a single screen. With its intelligent call and webchat routing, supervisor capabilities, and call recording, the Omni-Channel solution solves many pain points organizations feel when transitioning to remote or hybrid contact center operations.
CC4Teams advanced reporting and supervisor functions, powered by Microsoft Power BI, means managers can access all reporting dashboards and agent performance information. The dashboard allows managers and agents to track KPIs live and view real-time and historical analytics, productivity, and call queues. With these insights, management and supervisors can easily assess the overall performance of the contact center.
“The pandemic contributed to a major expansion in Microsoft Teams adoption as many businesses adapted to remote and hybrid working,” said Artur Nowakowski, CTO at ContactCenter4ALL. “Organizations now realize there are various specific features required to transform the Teams platform into a full-service contact center remotely and remain reachable. CC4Teams allows agents to access all functionalities of a modern contact center through Teams from any location, often at a lower TCO than traditional solutions.”
Artur Nowakowski, CTO at CONTACTCENTER4ALL
“Our platform has been designed with over 20 years of expertise in the contact center space, 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 have used our knowledge of business processes in the contact center environment to create an easy-to-use solution that covers a whole range of Customer Contact complexities. For example, we know that customers reaching the right agent first time either on a phone call or via webchat has the biggest impact on customer satisfaction, so have embedded intelligent routing into our platform.”
Cees de Jong, CEO of CONTACTCENTER4ALL
“The large-scale shift towards remote and hybrid working has necessitated adoption of reliable communications platforms to support varied business operations and collaboration from any location,” said Pete Daderko, Director, Microsoft Teams Product Marketing. “The integration between Microsoft Teams and CC4Teams ensures customer service agents are no exception, providing them with a rich set of contact center specific features within Teams.”
Pete Daderko, Director, Microsoft Teams Product Marketing
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