CC4Teams
It all comes together with CC4Teams
CC4Teams transforms Microsoft Teams into a full-featured, AI-supported contact center without the complexity.
Voice remains essential for urgent issues, providing instant support when it matters most. It builds trust and empathy through emotional connection and enables faster resolution for complex problems through real-time discussion.
Some Ai features in CC4Teams voice channel
– Voice IVR
– Voice transcription
– AI queue redirection
– Transcription summarization
– Custom variable fields
Voice Channel
Streamline voice interactions with CC4Teams, providing agents with real-time insights for quicker, personalized support.
Email Channel
Centralize email management and boost agent efficiency with CC4Teams. AI summaries speed up responses, ensuring faster service.
WebChat Channel
Ideal for quick questions and online guidance. WebChat provides instant support from the website and can smoothly turn into a video call when visual interaction is needed.
WhatsApp Channel
Engage customers on WhatsApp effortlessly, with seamless conversation management and quick response capabilities.
A great customer contact strategy offers multiple ways to connect. Voice, Email, WebChat and WhatsApp each serve a unique purpose, ensuring customers get the right support at the right time.
Voice – Essential for urgent or complex issues. A phone call provides real-time support, builds trust, and allows for more in-depth problem-solving.
Email – Best for formal, detailed, and non-urgent communication. It keeps a clear record, allows attachments, and gives customers the flexibility to respond at their convenience.
WhatsApp – Ideal for fast, casual, and mobile-friendly conversations. It enables quick questions, real-time updates, and rich media sharing, keeping interactions smooth and personal.
WebChat – Connect with website visitors instantly through WebChat, enabling real-time conversations and seamless handover to agents.
First-time-right call routing
Cherry picking
Supervisor and Operator functionality
Call recording
Real-time and historical reporting
Email summary
Self Service Admin Center
Real-Time wall boards
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omni-channel customer contact
The power of Voice, WhatsApp, WebChat & Email in Customer Contact
Bring all your communication channels into one system for a seamless experience.
Email, WebChat, WhatsApp, and Voice each serve a clear purpose in modern Customer Contact. Email supports structured and detailed communication, with a reliable record of conversations and easy sharing of documents. WebChat allows customers to get immediate help while they are online, with the option to turn a chat into a video call when visual interaction adds value. WhatsApp enables fast, informal, and mobile friendly communication for quick questions and real time updates. Voice remains essential for urgent or complex matters, providing direct human interaction when it matters most.
By bringing all channels into one system, conversations continue without restarting. Customer context, history, and notes stay available across channels, enabling faster handling, more personal service, and a consistent experience for both customers and agents.
Voice Channel in CC4Teams
Voice: The human touch for urgent & complex needs
While digital channels are growing, voice remains irreplaceable for:
Urgent or high-priority Issues – when a customer needs immediate help, a phone call ensures real-time problem resolution.
Emotional Connection – Voice communication builds trust and empathy, which is essential for sensitive or high-stakes conversations.
Complex Problem-Solving – Some issues require back-and-forth discussion, which is more effective via voice than text-based channels.
Summerize email with AI in CC4Teams
With AI-powered email summarization, agents save valuable time by instantly understanding the context of incoming emails through concise summaries. This boosts efficiency, reduces response times, and enhances customer satisfaction—all while keeping communication streamlined within the Teams environment.
Email: The backbone of formal & detailed communication
Email remains an essential channel in customer contact, offering flexibility, reliability, and professionalism. It allows customers to communicate conveniently, providing a written record for reference and enabling detailed, structured inquiries with attachments. Unlike real-time channels, Email supports asynchronous communication, allowing customers to continue their day while awaiting a response.
WhatsApp Channel in CC4Teams
WhatsApp: Instant, Conversational & Engaging
With billions of users worldwide, WhatsApp has become a preferred customer service channel for instant, casual, and mobile-friendly interactions.
WhatsApp in Customer Contact benefits include:
Speed & Accessibility – Customers can send quick questions and receive fast replies without logging into a separate platform.
Personalized & Interactive – Businesses can use rich media (images, videos, voice messages) to enhance engagement.
Mobile-First Approach – As people rely on smartphones for communication, WhatsApp ensures businesses are right where customers are.
From WebChat to real contact, in one flow
- Start with a chat on your website
- Route the conversation intelligently to the right team
- Escalate to a video call when the situation calls for it
- The agent receives that video call directly in CC4Teams
No context switching.
Just one continuous conversation.
WebChat: Turn website visitors into real conversations
CC4Teams WebChat lets you meet them where they are, on your website, without adding complexity for your teams.
We simplify Customer Contact
Reduce friction and elevate Customer Delight with CC4Teams
Slash wait times with our call flows, directing callers straight to the best-suited, available agents. Leverage the power of CC4Teams, tapping into the advanced capabilities of Azure Communication Services seamlessly integrated.
