10 REASONS To choose CC4SKype

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Daisy Scott
5 years ago
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1 10 REASONS To choose CC4SKype

10 REASONS To choose CC4Skype When customers ask us why they should choose our

The truth is, we are so much better than a Power Point presentation can show you.

Omni-Channel routing engine is and know that we can implement in a very short

2 10 REASONS To choose CC4Skype When customers ask us why they should choose our solution, our first response is let us give you a demo, and judge for yourself The truth is, we are so much better than a Power Point presentation can show you. Experience firsthand how intuitive our software is, how powerful our Omni-Channel routing engine is and know that we can implement in a very short time. If you re not convinced yet, let us give you 10 more reasons why you should choose CC4Skype.

REASON #1 C om pliment s c ruc ial Skype for Bus ines s func t iona lities For companies that have invested in a Microsoft environment or are considering doing this, there is the possibility to make

3 REASON #1 C om pliment s c ruc ial Skype for Bus ines s func t iona lities For companies that have invested in a Microsoft environment or are considering doing this, there is the possibility to make better use of the Skype for Business investments by adding Contact Center functionality. CC4Skype is natively integrated with Skype for Business and offers full Omni-Channel functionalities. Ensuring that organizations can combine the benefits of presence information of the whole organization for example. This results in a very cost-effective and efficient solution that will help establish skill-based routing protocols across all types of customer interaction.

REASON #2 S uperior int egration with Micros of t U C s olut ions Our solution is exclusively designed for Skype for Business and is ready for its successor Teams.

4 REASON #2 S uperior int egration with Micros of t U C s olut ions Our solution is exclusively designed for Skype for Business and is ready for its successor Teams. CC4Skype is not a ported product, from on older, traditional solution, it is build up from the ground with a focus on Skype for Business users. That is why we have seamless integration with Microsoft UC solutions. As we natively integrate with Skype for Business, we offer a very elegant interface with excellent user experience. Everything happens within one single interface, there is no tabbing required. Your Skype for Business client is operating in the same window as your CC4Skype client. With CC4Skype one client does it all. Whether you are an agent, an operator or a supervisor, you work with the same look and feel. The GUI dynamically adapts itself to the role and to the situation. In the attendant console, for instance, an extra field will be added to schedule appointments or allow you to view your favorite contacts.

well as artificial intelligence to analyze and support through, for instance, chatbots.

5 REASON #3 The fut ure is here, t oda y! Omni-Channel The future of Customer Contact Centers includes Omni-Channel response capabilities as well as artificial intelligence to analyze and support through, for instance, chatbots. CC4Skype has full Omni-Channel capabilities today; voice, , web chat and Social Media can all be routed with our solution. The core of our solution is built in such a way that it will easily integrate with any modules and future functionalities. We are committed to remain at the forefront of technology and to have optimum integration with the Microsoft environment. We started as a solution for Microsoft Lync, we moved on to Skype for Business, and now we are ready for Microsoft Teams. As your customer interactions will continue to grow, we will grow with you.

6 REASON #4 A modern a rc hitecture CC4Skype is built, not only to be light and agile but also to be robust and future-proof. With our in-depth knowledge of the customer service market, we understand that you want to have a powerful and versatile engine that can support you for years to come. Our software can scale easily from a simple attendant console to a large Omni-Channel Contact Center. We combined our knowledge about Skype for business, how to build modern software and our decades of Contact Center knowledge. Our design axiom was to build powerful interfaces, easy to install and maintain software, yet with the best routing and management capabilities. You need to get your Customer Contact first time right, we want the same when we deliver new releases of our software to you. When finished with testing, and before the update software is released to you, all our code is always tested by independent organizations. We developed functionalities that are not always visible. For instance, we included analyzing capabilities to test functionality through our call robots. That greatly helps to analyze situations where outside elements in the network may cause performance degradation.

7 REASON #5 Lower you t ot a l c os t of owners hip CC4Skype has been built up as a greenfield application for Skype for Business. In addition to some of the technical benefits that we have already discussed, we can install, provision and maintain our system in a much easier manner than traditional systems can. The graphical user interface of the Flow Generator makes implementation of your routing schemes rapid and easy. Real-time and historical reporting allows you to manage and control your operations in the best possible way. This all adds up to a lower TCO as does the licensing scheme and our powerful routing engine.

REASON #6 Int egrates with your C RM CC4Skype integrates with any CRM that has a dynamic URL, this includes Microsoft Dynamics, Salesforce.com, PowerSuite, etc.

8 REASON #6 Int egrates with your C RM CC4Skype integrates with any CRM that has a dynamic URL, this includes Microsoft Dynamics, Salesforce.com, PowerSuite, etc. All data we collect can be used to add in the dynamic URL. So, if we ask for a customer ID, we use this in the dynamic URL: FLOW GENERATOR} Instead of popping up a default URL we can also pop up a URL in our client. We call this an external tab. An agent finds the CRM tool and the call control buttons all in one screen. In fact, this integration looks quite elegantly. The requested data appears in the same window as the agent window, and the application supports recognition, based on customer case, dial-in number, etc. Not necessarily is a search for information restricted to the above, we can also do a lookup into SQL databases.

REASON #7 Quick implement a t ion a nd t raining Getting your Contact Center up and running in a matter of days, will mean your team is productive sooner which improves your customer service.

9 REASON #7 Quick implement a t ion a nd t raining Getting your Contact Center up and running in a matter of days, will mean your team is productive sooner which improves your customer service. Our software is powerful and light, our graphical flow generator is powerful yet straightforward and enables quick set up and changes. Drag and drop; with our graphical flow generator composing and chancing a call flows is a breeze. So far, we have not met a scenario that we cannot implement! The feedback we get is that call flows with our flow generator are so much easier to implement than with other software. With the easy to use interfaces and the intuitive design of the GUI, training time for your staff is also significantly reduced.

REASON #8 AIn t he cloud, on premis e or hybrid l i c e n s e s t r u c t u r e y o u u n d e r s t a n d CC4Skype is ready for any environment: cloud, hybrid, and onpremise.

10 REASON #8 AIn t he cloud, on premis e or hybrid l i c e n s e s t r u c t u r e y o u u n d e r s t a n d CC4Skype is ready for any environment: cloud, hybrid, and onpremise. We support multitenancy, making it easy for a cloud operator to set up different accounts. Microsoft s Cloud PBX is available in the North American markets. We also federate with other SfB clients and accept calls from the PSTN as well. Web RTC is on our roadmap to extend our reach even further. We have also started the process of certification for the Microsoft Azure cloud environment. We monitor application endpoints so we can see the incoming number. We route that incoming number to any SFB endpoint or federated user.

REASON #9 Power ful m a na gement a nd a dm inis t ration t ools Modern Contact Center management is all about having the best possible customer interaction, effective and efficient.

11 REASON #9 Power ful m a na gement a nd a dm inis t ration t ools Modern Contact Center management is all about having the best possible customer interaction, effective and efficient. The CC4Skype management and administration module offers just that and is included in your license. Simple, intuitive and webbased, the admin system syncs with the Active Directory and is multi-tenant. With Real-time reporting templates and queue performance for agents and the ability to integrate service levels (SLA) to monitor your team s performance. Call routing based on skills and longest available agent. For the setup per queue, CC4Skype offers amongst others: opening time, roles, reasons for away or busy, music on hold and EDR. Adaptable reasons for away and busy provide better qualification as to why someone is busy. An agent might be generating a report and if so, could handle a call when needed. Another excellent example of an add-on to the standard Skype for Business functionality.

REASON #10 A licens e s t ruc t ure you unders t a nd CC4Skype offers a straightforward and transparent licensing scheme. The clients, translate into licenses (i.e., agent, supervisor, operator, attendant and chef/secretary).

Maintenance, updates, and upgrades are combined in a straightforward package that keeps your software up to date.

12 REASON #10 A licens e s t ruc t ure you unders t a nd CC4Skype offers a straightforward and transparent licensing scheme. The clients, translate into licenses (i.e., agent, supervisor, operator, attendant and chef/secretary). In addition, we have a server license. It is not more complicated than that. Maintenance, updates, and upgrades are combined in a straightforward package that keeps your software up to date. Our OPEX model is based on concurrent users, and our CAPEX allows for a pool of users to share the licenses. For the OPEX model that means that you only pay for the licenses used in that month. For the CAPEX model, it means that with for instance ten licenses, more than ten users can use the system, just not all at the same time.

13 THE FUTURE OF CUSTOMER CONTACT 1 0 r e a s o n s t o c h o o s e C C 4 S k y p e

10 REASONS. Intuitive User Experience. Native Skype for Business. Customer Contact Expertise. Cloud & On Premise

10 REASONS. Intuitive User Experience. Native Skype for Business. Customer Contact Expertise. Cloud & On Premise 10 REASONS to choose CC4Skype Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise 10 REASONS to choose CC4Skype When customers ask us why they should choose