Address the challenges of administration, delegated operations and IVR customization by opening them up to non-technical business users, for agile contact center configuration.
Simplify and streamline the operation and administration of your Cisco, Genesys Cloud and AWS Amazon Connect contact centers.
A platform designed to simplify the management of your contact center
Tailor the configuration and routing of your calls to your business needs.
Create, edit and delete outbound call campaigns and assign them to queues. Supports IVR, Agent, Progressive, Predictive and Direct Preview campaign types. Contact import via CSV file.
Create and edit calendars to manage opening hours, exceptional openings and closing days for a business activity, an area of expertise or the entire contact center.
Create, configure and delete queues for optimal management of inbound call flows.
Manage WAV prompts with G.711 and G.729 codecs. Update prompts on gateways via SSH. Generate Text-to-Speech (TTS) messages in multiple languages.
Knows the contact center and IT infrastructure. Structures operations according to the organization and design. Creates sites and activities, and defines delegation rules for managers.
Handles day-to-day operational tasks: contact center calendar management, prompt creation, agent administration… Rights can be configured for one or more sites / activities.
Create, edit and delete teams. Manage supervisors, agents and assigned queues.
Create, edit and delete agents, with fine-grained management of their skills and expertise levels.
Structure sites and activities. Define delegation rules and access rights for each user profile.
Every operation performed in CC Care by administrators and managers is logged. A detailed report is available in the interface.
