CT SUITE™

CT Suite provides a true Omnichannel for your contact center. Efficiently handle your customer needs, through the medium they wish to use. Utilize multiple inbound and outbound channels to satisfy your clients, resulting in high customer satisfaction and financial success!

 

OUTBOUND

EMAIL

OMNICHANNEL CONTACT CENTER

DASHBOARD

CHAT

COLLABORATION

VOICE

PRESENCE

RICH SET OF USER TOOLS TO WORK ANY CUSTOMER INTERACTION

AGENT

SEARCH

SOFTPHONE

BLENDED ROUTING

CT Suite Open Queue is at the heart of the blended routing feature as it provides the interface for any non-voice work item to be routed over the ACD queues. The built in CT Suite Multimedia channels such as Email and Web Chat use the same Open Queue methods that other non CT Suite application can utilize.

CT SUITE

ACD ROUTING

Route non-voice work items through your ACD routing and queues. Take advantage of the current skills based routing, reporting and recording solutions you already have.

 
EMAIL

The built in email channel is available as part of the CT Suite Multimedia feature set. Route your email contacts through the ACD queues ensuring handle times and accurate reporting utilizing your ACD based reporting platform. Our email channel interface provides advanced features and capabilities enabling your agents to present a professional image and quick response. Plus, the entire interaction is captured for reporting, measurement of success and agent training.

Key Features

  • Email routing over blended ACD

  • Rich set of tools including spell check, in-line insertion of images, data grids and word editing

  • Screenpop and API for out of the box rules plugin and custom integrations to third party systems

  • Keyword routing on subject, sender address and email body

  • Supports widely used servers and protocols such as: Exchange, O365, IMAP, SSL, SMTP, POP3...

  • Scales to meet large number of emails and mailboxes

  • Full support for High Availability and Load Balance

  • Suspend, transfer and cherry pick email

  • View email history at a glance allowing for personal and knowledgeable support

  • Canned responses and templates

  • Auto acknowledgments

  • Add and view attached agent notes

  • All interactions stored to database for reporting and compliance tracking

 
WEB CHAT

Just like CT Suite Email Channel, the Web Chat Channel routes over Open Queue using blended routing on the ACD platform. Web Chat is designed to run on any device using modern web technologies such as HTML5, AngualarJS with a node.js API. We also provide the complete source code to our web chat client interface, to our customers, providing a path for quick deployment of your chat solution!

Key Features

  • Web Chat over blended ACD

  • End to end encryption

  • Sensitive data masking (mask credit card numbers, keep masking in DB for historical records)

  • Profanity filter (stop unwanted language from being sent or received)

  • Canned responses, Agent alias (protect the agents name)

  • Source code available for easy deployments

  • Mobile ready

  • Reporting - access complete chat transcripts

  • Feedback feature

  • Customer can save transcript to pdf or have it emailed to them

  • All interactions stored to database for reporting and compliance tracking

SECURE MESSAGING

 
COLLABORATION

The CT Suite Collaboration Channel powered by Moxtra provides the contact center with web and mobile ready Persistent Secure Chat, Document Sharing & Collaboration, Screen Sharing, Video and VOIP. Route chat requests through CT Suite Open Queue for blended routing and extend into the rest of the business UC users all under a single organization.

Key Features

  • Persistent Secure Chat

    • Web & Mobile Ready​ with white label app ready to be integrated with your current or new mobile application

    • Provide your customers with secure and persistent web chat

  • Document Sharing & Collaboration

    • Share and collaborate on documents​

    • Share to-do tasks

    • Markup and Sign documents from web or mobile

  • Screen Sharing

    • Meet and Share screens and applications​

  • Video

    • Escalate from Chat to Video ​

  • VOIP

    • Add VOIP to your Chat or Meeting.​

 
OUTBOUND

The call list feature provides the CT Suite users with access to centrally managed call lists that are assigned to user groups (CT Suite Agent Templates) and/or all agents within the profile group. Your agents can view and work the call records of the lists in a preview mode. As with dialer applications, the user can use click to dial features along with disposition codes and suspending \ scheduling of calls. All of this activity is captured in our database, and provided to you and your teams in reports or through dashboard features.

Key Features

  • Automatically or manually upload call lists.

  • Include customer information in each record.

  • Screen-pop on customer information using out of the box rules plugin or plugin API

  • Click to dial from call list record

  • All call details written to database including any wrap-up codes

  • Report on calls made to validate/track work done

  • Integrate call list results and records with CRM records

  • Set Caller ID by list or by agent

SCHEDULE
DEMO

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