Address the challenges of administration, delegation of operations, and customization of the IVR for non-technical/business users to enable Agile configuration of the contact center.
The software solution simplifies and streamlines the operation and administration of the Cisco, Genesys Cloud, and AWS Amazon Connect contact centers.
CC Care offers the following features and integrates with Cisco UCCX and UCCE (CVP and IP-IVR), Genesys Cloud, and AWS Amazon Connect environments for managing agent accounts and administering certain functional components.
A simple, French-language interface to support you in your operational challenges.
Ability to customize the configuration and routing of calls (IVR): GDPR / Menu / Queue / Audio message / Transfer / Hang up / Calendar / Voicemail / Callback request
Creation, modification, and deletion of outbound call campaigns with queue assignment. Supports various types of IVR and Agent campaigns, including Progressive, Predictive, and Direct Preview. Contact information can be injected via CSV file.
Creation and modification of calendars to manage opening hours, exceptional openings, and closure days for an activity, expertise, or the Customer Relations Center (CRC).
Creation, modification, and deletion of queue configurations
CC Care enables management of prompts in WAV audio format, with codecs G711 and G729. The solution can also update prompts on gateways via SSH. Additionally, CC Care allows the generation of audio messages in Text-To-Speech (TTS) in various languages
There are two levels of administration in CC Care:
– System: This level understands the CC and IT infrastructure, allowing it to structure operations according to its organization and design. It can create different sites and activities to define delegation rules for managers.
– Entity: This level handles routine operational tasks such as calendar management of the Customer Relations Center (CRC), prompt creation, and agent administration. Entity administrators can be granted varying levels of access and functionality across one or more sites/activities.
Each entity corresponds to an IVR for a specific activity or CRC. Behind this, there is a set of audio files, configurations, agents, skills, teams, supervisors, and queues, which can be managed by non-technical profiles like managers or supervisors. The SYSTEM administrator constructs this organizational segmentation.
Creation, modification, and deletion of teams. Management of supervisors, agents, and assigned queues.
Creation, modification, and deletion of agents with management of their skills.
“All operations performed in CC Care by administrators and managers are logged. The interface provides a report that allows you to know:
Technical and functional engineer, Business consultant, Project manager, Support center
