Contact Centre Technology

Identifying potential areas of improvement

As well as providing a guide to the solutions available from CCT, use the sections below to learn more about specific contact centre applications that can help optimise your customer contact.

Workforce Optimisation

The collective name for solutions covering Recording, WFM, Quality Monitoring, Speech & Data Analytics, Performance Management, Scorecards, Customer Surveys and Agent Coaching.

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Unified & Virtual Contact Centres

Interconnect multiple contact centre locations, centrally deploy common applications, enable remote agent working.

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Customer Interaction Recording

Across TDM, IP or a mixture, these solutions can help you monitor, track and analyse all important transactions with your customers.

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Multimedia Management

Unify the management of every customer interaction, regardless of the media that the customer chooses to contact your company.

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Speech-enabled Self Service/IVR

A ‘call avoidance’ technology, see which business processes speech-enabled self service can address.

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Outbound Dialling & Proactive Contact

Solutions addressing pro-active customer service oriented requirements, or target driven revenue and collections goals.

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