CCT Solutions is one of the leading contact center companies building innovative multi-experience management solutions customized for companies. With robust IT technologies at the organization's helm, they provide web and mobile-based applications for on-prem and cloud deployments. 

It was founded to provide an omnichannel contact center solution provider and system integrator with the ability to handle unified communication in every customer interfacing setup. Founded in 1988, the company has scaled its business line with evolving technology and has never looked back. 

The service range includes the automation of voice, web, email, chat, co-browsing, instant messaging, and video. They ensure customer service agents and knowledge workers adapt easily to changing customer expectations, decrease contact center costs, and provide efficient customer relationships. 

In 2021, CCTs ContactPro solution became compliant with key Avaya OneCloud™ Unified Communications as a Service (UCaaS) and Avaya OneCloud™ Contact Center as a Service (CCaaS) solutions, helping improvise omnichannel customer engagements. ‘CCT Technology ensures that the agent experience is the same, on-site or at home. The shift to remote work due to the pandemic confirmed the necessity to enable customer service agents to work from wherever they are,’ said Kreuter, CEO of CCT Solutions. 

CCT Solutions services are built and integrated with advanced software capabilities and modern tools in accordance with the latest standards. With experienced consultants and integration teams, they design and implement solutions for customer-centric interactions with the best-in-class technology. From project management to integration and operation, continuous support to operational excellence, CCTs' scalable solutions provides a stress-free way to communicate with your customers while keeping all their requirements in mind. 

As part of the product offering, CCT Solutions provides unified desktop solutions for the workplace, a customer service platform, in-depth and accurate analytics and reporting, messaging and social media, outbound contact management, and CRM-ERP-ITSM integrations. Their solutions are spread far and wide, with something for every mid and large-sized business. From multi-experience cloud contact center (CCaaS), Contact Pro ® contact center cloud for Microsoft Teams, Automation and chat and voice bot conversational AI, instant messaging, and effective workforce engagement solution WFO/WFM, there is no doubt that CCT Solutions is here to stay. 

CCT Contact Pro® (CP) is the perfect solution for Unified Agent Desktop with Customer Service Automation in an omnichannel Contact Center environment. It empowers agents to efficiently service customers in today’s dynamic world of omnichannel communication. The state-of-the-art technology facilitates leveraging existing infrastructure while decreasing contact center costs and increasing customer satisfaction. 

‘Customers want to communicate faster with the channels they like to solve their problems faster. They expect a quick resolution to every problem. The outstanding customer experience (CX) is an important factor in successfully running an organization and business,’ says Uwe Kreuter, CEO, and Co-founder of CCT Solutions. He adds, ‘With flexible configurations, advanced bot integration, and smart transfers, companies can optimize results to suit their business requirement without a hitch.’ 

Another binding factor about the organization and its unique service and product offerings is the team that runs it behind the scenes. Uwe Kreuter believes leadership is not just management. It involves planning, measuring tangible outcomes, monitoring progress and fallouts, coordination, hiring, and much more. 

Uwe Kreuter says, ‘In CCT Solutions, we always maintain a transparent environment with our employees where we guide them and help them achieve their goals. With a positive work environment, each individual is led to create a personal goal and action plan that will leave a bigger impact on their life and work results.’

Their biggest strength lies in leveraging technology most efficiently and affordably possible. There is an increased move towards cloud-based contact applications CCaaS. ‘The voice component of our premier product ContactPro® omnichannel solution, integration with cloud Unified Communication and CCaaS and CPaaS providers such as Twilio, Ring Central, Nice CXOne, Amazon, and Microsoft Azure are focused while continuing to support Avaya customers on on-premises and Avaya OneCloud CCaaS contact center systems,’ says Uwe Kreuter. 

With the evolution of AI and NLP, customer interactions will continue to evolve and get further integrated with live agent experience to provide the best of both worlds. CCT has been consciously pursuing the customer's journey through every level of interaction they have with businesses. Every customer experience influences future decisions. The deeper insight you gain from your customers, the better will be the result. 

CCT works with selected partners operating and supporting structures with precise coordination to provide the best service to their customers. It is an intelligent interface that consolidates information and guides the customer service representative through all inbound and outbound customer interactions. 

The company is constantly integrating new features to make business interactions more seamless and less stressful. From advanced analytics tracking to infrastructure improvements, CCT Solutions has proven that they are the best in the industry and continue to deliver top-of-the-line services to its customers. Client engagement and experience lie at the crux of all communications and solutions, and with CCTs product offerings, they are successfully bridging the gap between what is and what could be.