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ContactPro for Avaya IC CCT ContactPro for Avaya Interaction Center (AIC) is a scalable agent desktop solution for omnichannel inbound applications
on the Avaya Interaction Center (IC) platform. CCT ContactPro for IC enables business transactions to be managed across
channels. The optional ContactPro Outbound module enables proactive customer engagement and allows the replacement
of the Report Wizard business application with the ContactPro Administrator, enabling integration of additional media, such
as social media or IM, and enhancing the desktop with the presence function. In addition, the feature integrates telephony-
quality monitoring functions. The ContactPro Supervisor Application and Web Reporter enable � exible and modern agent
management.
CP Voice
CP Email
CP Web/Chat/Callback
CP Social Media
CP Presence Core, Avaya Presence Server, Microsoft Lync
CP Outbound / Avaya Aura® Experience Portal /Proactive Outreach Manager
CP Engagement Development Platform
CP Web Reporter and Dashboard
CP Supervisor App
Products/Solutions
ContactPro for AIC Modules
ContactPro for Avaya IC Features
Complete voice handling
Delivers full softphone functions (H.323, SIP) with agent status control,
remote work function/integration as well as directory and click-to-call
support
Integrates quality monitoring and emergency recording
Multichannel history, � exible transfer options, self skilling
Phonebook and AD integration, callback option of leaving number
Flexible email handling
With several transfer options, QM/supervisor acknowledge function,
spell check and multiple language templates
One-click open message closure in the multichannel history, auto answer
/ auto acknowledge, subject matter expert, follow Up
Click2Fax, Click2SMS
Customer-One-Point
All customer history on open and closed work items
Close open work item with one-click and mark them as follow ups or
duplicates
Find open mails by the same customer from queue
Mark them for closure
Con� gurable presentation of all omnichannel customer interactions
Offering an overview of full customer history (Customer-One-Point) and
open as well as closed customer activities across all channels
Presence integration
Presence with Avaya Presence Server, ContactPro Presence or MS Lync in
multi-tenant capable (e.g. team-based or location) and presence infor-
mation based on channel status
Click2Dial direct agent, Click2Chat with logged-in agents
Show chat conversation
Con� gurable dashboard and wallboard
To provide speci� c tweets or Facebook entries to the agent group
Avaya Social media manager integration with content analysis and pre-
de� ned text templates available
CCT ContactPro is a registered trademark of CCT. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
For more information about these applications and enhancement modules please go to:www.cct-solutions.com
Intelligent Communication CCT Deutschland GmbH Heinrich-Hertz-Strasse 5 60486 Frankfurt a. MainGermanyTel. +49 69 7191 4969 [email protected]
CCT Software LLC1735 Market Street Suite 375019103 Philadelphia, PA United States of AmericaPhone +1 267 507 [email protected]
CCT Europe GmbH Sumpfstrasse 26 6312 SteinhausenSwitzerlandTel. +41 41 74842 [email protected]
Comprehensive agent support through
Detailed multi-channel history (Voice, Email / White Mail / Fax, Chat, Call
Back, Social media)
Historical data for every contact in every channel (Customer-One-Point)
Search result option, last 5 to maximum setting
Providing comfort call options, help text modules, expert/supervisor inte
gration, spell check, task list, and directory support
Modular outbound management
Avaya POM (Proacitve Outreach Manager) integration
Using several integration options, with predictive, automatic or preview
dialing, list management and result control, integrated agent scripting
Multi-tenant, multi-campaign capable
Campaign monitor / wallboard, blacklist and callback
Comprehensive social media board
Offers presentation of actual SLA levels and individual / team performance
statistics
Operating Systems:
• Windows XP
• Windows Vista
• Windows 7
• Windows 8
• Windows 2003 R2
• Windows 2008 R2
• Windows 2012 R2
Virtualizations:
• Citrix XenApp 6.5 or above
• VMWare ESX Server 4.1 or above
• Windows Terminal Server 2008 or above
Hardware:
• Minimum 2,4 GHz
• Minimum 1 GB RAM
• Minimum 100 MB HDD
Software:
• Microsoft .Net Framework 4.0 or above
Required:
• Avaya Communication Manager R6 or above
• Avaya Application Enablement Services R6 or above
• TSAPI Basic License
• Avaya Interaction Center 7.1 or above
• SQL Server Database 2008, 2012 or 2014 (Express, Standard
or Enterprise)
• Oracle Version 10g or above
Optional:
• Avaya AES DMCC Station License
• Avaya Engage Development Platform R3 or above
• Avaya Presence Services R6 or above
• Avaya Proactive Outreach Manager R3 or above
• CCT Presence Server R3 or above
• CCT Wallboard Server R3 or above
• Microsoft Lync 2010/2013 Client API
More Features
UC and collaboration integration
With Avaya applications and Microsoft Lync provides chat function to
engage experts, supervisors and colleagues
Easy and � exible Integration with multiple chats and an all media data
customer history
Pre-de� ned text templates available, URL pushing, transfer control
Work on email and chat contacts in parallel
Similar integration with IM, Text, SMS on mobile phones
Easy and � exible integration for web, chat and IM
Spell check and multiple language templates
Prerequisites for ContactPro for AIC Installations
ContactPro Server Requirements for AIC
Con� gurable dashboard and wallboard
Offers presentation of actual SLA levels and individual / team performance
statistics
