ContactPro EMCCCT ContactPro for Avaya Elite Multichannel (EMC) is a scalable agent desktop solution for omnichannel inbound applications

on the Avaya Elite Multichannel (EMC) platform. ContactPro for EMC expands the EMC functions with a � exible and modu-

lar client. In addition, the Customer-One-Click has an integrated social media and IM feature included. Both the ContactPro

Supervisor and the ContactPro WEB Reporter enable a � exible and modern agent management. The EMC Routing Engine is

enhanced by Universal Queuing and Agent Management.

Products/Solutions

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

Flexible 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

ContactPro for Avaya EMC Features

Flexible Email, Fax, Whitemail 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

Transfer between different EMC email queues with prioritization

Presence integration

Presence with Avaya Presence Server, ContactPro Presence or MS Lync in

multi-tenant capable (e.g. team-based or location) and presence informa-

tion based on channel status

Click2Dial direct agent, Click2Chat with logged-in agents

Show chat conversation

Email Extended History Function

Extended history for email with several search and criteria features like

search by from address, to address, subject, Agent IDs, open emails, inter-

action and conversation ID

Search by customizable database � elds (e.g. customer number)

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

Channel and Agent Statistics

Several Channel / Skill and personal statistics like ACD history per agent,

real-time AUX time display, personal agent statistics, skill wallboard

Dashboard Integration

ContactPro for EMC Modules

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 0kontakt@cct-solutions.com

CCT Software LLC1735 Market Street Suite 375019103 Philadelphia, PA United States of AmericaPhone +1 267 507 6196contact@cct-solutions.com

CCT Europe GmbH Sumpfstrasse 26 6312 SteinhausenSwitzerlandTel. +41 41 74842 22contact@cct-solutions.com

More Features

Assuring quality customer interactions through quality monitoring

Comprehensive agent support

Providing comfort call options, help text modules, expert/supervisor inte

gration, spell check, task list, and directory support

Fully integrated social media interactions

CP for EMC expands sophisticated EMC communications platform to

include social media (Facebook, Twitter or LinkedIn

provides templates to interact quickly

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 Elite Multichannel 6.2.5 or above• Avaya Communication Manager R6 or above • Avaya Application Enablement Services R6 or above• TSAPI Basic License• SQL Server Database 2008, 2012 or 2014 (Express,

Standard or Enterprise)

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

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

Prerequisites for ContactPro for EMC Installations

ContactPro Server Requirements for EMC