CT SUITE™ R2.5 NOW AVAILABLE

October 3, 2016

 

New release of innovative contact center solution includes enhancements to web chat and dashboard features

 

AUSTIN, TX —  Sept 26, 2016 — CTIntegrations LLC, a leading software development and system integration company focused on the contact center, is pleased to announce that the new release of its innovative CT Suite™ platform. The CT Suite software solution provides the interface for Omnichannel automation, management, and routing of a wide range of agent tools and customer data.

 

“At CTIntegrations, we are continuously evolving our product to meet changing needs and fill the gaps in contact center integration, so that contact center agents can deliver exceptional levels of service while maximizing the value of their technology investments,” said Ronny Flaatten, CTO of CTIntegrations. “Our latest release, CT Suite R2.5, expands the platform’s capabilities across a wide range of features, such as enhancements to web chat and dashboard data and reporting capabilities.”

 

Some of the new web chat features available with CT Suite R2.5 include:

  • Blended ACD routing

  • Reporting with Transcript and History views, Average Handle Times, and Response Times

  • End-to-end encryption of messages sent from both parties (agent and customer)

  • Email and Save Transcript capabilities

  • Sensitive data masking (e.g., credit card information)

  • Mobile support out of the box

  • Real-time view of Chats in Queue

  • Profanity filter, stopping unwanted language from being sent or received

  • Easy-to-use standard greetings and phrases

  • Agent Alias to protect agents’ real names

  • Source code for easy deployments and customization of the client UI

 

The new CT Suite R2.5 dashboard for VDN, skills, and agent information, as well as cradle to grave reporting, can be designed and deployed to users with features such as:

 

  • Real-time view of ACD information

  • Add, edit, and organize elements such as gauges, charts, and grids

  • Modular interface to scale multiple monitors

  • All data written to CT Suite Reports database (MSSQL)

  • Per user customization

  • Permission-based dashboard lockdown

  • Device access controls, showing VDNs, skills, and agents by site and user groups

  • Data element thresholds and visual alerts (e.g., Calls in Queue)

  • Full-screen mode for wall displays

 

The new CT Suite R2.5 dashboard for VDN, skills, and agent information, as well as cradle to grave reporting, can be designed and deployed to users with features such as:

 

  • Real-time view of ACD information

  • Add, edit, and organize elements such as gauges, charts, and grids

  • Modular interface to scale multiple monitors

  • All data written to CT Suite Reports database (MSSQL)

  • Per user customization

  • Permission-based dashboard lockdown

  • Device access controls, showing VDNs, skills, and agents by site and user groups

  • Data element thresholds and visual alerts (e.g., Calls in Queue)

  • Full-screen mode for wall displays
     

CT Suite provides desktop or server side integration of communication controls and screen pops with a wide array of applications, enabling the platform to support agents and customers across multiple channels and different systems. Additionally, CT Suite R2.5 is fully compliant with key customer engagement solutions from Avaya, interoperating with the Avaya platform and extending the value of those network investments for customers.

 

“Being in tune with the needs of businesses, CTIntegrations designs and enhances CT Suite so that it adds value to contact center operations, delivers a more satisfying experience across multiple channels, and helps customers achieve their sales and services goals,” said David Garlich, the company’s CEO. “As always, our new release of CT Suite delivers out-of-the-box functionality and modular scalability, so customers get the benefits of streamlined deployment and rapid ROI.

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