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Delighting your customers becomes as effortless as a walk in the park

Delighting your customers becomes as effortless as a walk in the park

Enhanched skill-based routing in CC4Teams

Revolutionize Customer Contact with CC4Teams: seamless integration, enhanced routing, and conversational IVR

Introducing the revolutionary enhanced skill-based routing feature in our all-new CC4Teams client, where delighting your customers becomes as effortless as a walk in the park.

CC4Teams takes a seamless approach to Customer Contact across our Omni-Channel client. We ensure customers can interact through multiple platforms, such as voice, email, chat, and social media while maintaining consistency and continuity in their experience.
CC4Teams aims to provide customers with a unified and personalized journey – regardless of their chosen channel, ultimately enhancing satisfaction and engagement—one powerful engine to route all conversations. Revolutionize Customer Contact with CC4Teams Skill-based routing

CC4Teams’ conversational IVR uses Azure Cognitive Services

Transform your customer experience today with speech-to-text technology, now available at your fingertips. CC4Teams users can enable this feature in our self-service admin center with just a simple switch – and at no extra cost.

Imagine Customer Contact where engaging with automated systems is effortless, particularly in Interactive Voice Response (IVR) scenarios. By seamlessly integrating Azure Cognitive Services into CC4Teams, you unlock a world of possibilities.

When customers interact with the CC4Teams IVR, Azure Cognitive Services’ advanced speech recognition acts as a translator, converting spoken words into written text in real-time. This means no more navigating through complicated menus; customers state their intentions. For instance, imagine a customer calling, saying, “I need support with my account.” Our speech-to-text technology instantly recognizes the keyword “support” and routes the interaction to the support queue. If the customer speaks in Spanish, CC4Teams accurately transcribes their message and ensures they’re connected with a Spanish-speaking agent. This provides a seamless and personalized experience. The message is kept in the system – and can be added to the summary note when wrapping up the conversation.

Integrating speech-to-text technology into your Customer Contacts IVR is a game-changer. It streamlines the Customer Journey, making it more efficient and enjoyable while empowering businesses to cater to diverse customer needs. It’s akin to granting your Customer Contact a robust communication upgrade that sets you apart.

What’s next? Not long from now, this same technology will greet your customers by name or tell them the weather forecast for their recognized region while waiting in a queue.

Enhanced skill-based routing in the all-new CC4Teams client

Introducing the revolutionary enhanced skill-based routing feature in our all-new CC4Teams client.  Delighting your customers becomes as effortless as a walk in the park.

Experience unparalleled efficiency and customer satisfaction with CC4Teams’ enhanced skill-based routing feature. In the dynamic landscape of Omni-Channel Customer Contact, where interactions span various communication channels, precise call/interaction routing is paramount. CC4Teams revolutionizes this process by seamlessly aligning customer inquiries with the expertise of available agents.

Our innovative skill-based routing ensures that every customer interaction is directed to the most suitable agent, maximizing resolution efficiency and customer delight. Navigating complex call flows becomes as effortless as a stroll in the park, thanks to its intuitive interface and advanced routing algorithms.

However, what sets CC4Teams apart is the exclusive “enable bulls-eye routing” option. This feature dynamically expands the pool of potential agents beyond exact skill matches, ensuring timely customer assistance even in challenging scenarios. Picture it as a safety net for skill overflow, guaranteeing uninterrupted operations and seamless customer experiences.

Here’s why you need to embrace this transformative feature:

  1. Optimized Agent Allocation: Connect customers with suitable agents, enhancing first-call resolution rates and customer satisfaction
  2. Enhanced Customer Experience: Deliver tailor-made support solutions, nurturing stronger customer relationships and loyalty
  3. Increased Agent Productivity: Empower agents to concentrate on their areas of expertise. This results in faster query resolutions and heightened productivity, and EX
  4. Real-time Insights: Gain invaluable insights into call traffic patterns and agent performance, empowering informed decision-making and continual improvement

Seamless Integration with Microsoft Teams:

CC4Teams’ skilled-based routing seamlessly integrates with Microsoft Teams, leveraging its robust communication and collaboration features. Whether your agents work remotely or in-office, they can easily manage calls, collaborate with colleagues, and access relevant resources.

Transform your Customer Contact today

Don’t let inefficiencies hold your Customer Contact back. Embrace the power of CC4Teams’ Skill-based Routing and Conversational IVR and unlock a new level of performance and customer satisfaction.

Contact us now to learn more and schedule a conversation. Revolutionize Customer Contact with CC4Teams Skill-based routing