CBTS provides a unique range of solutions that enable midsize to large businesses and organizations to deploy sophisticated contact centers. These solutions work to boost work force productivity and operational efficiency, improve customer satisfaction, and manage contact centers with action-driven intelligence remotely.
CBTS partners with leading contact center manufacturers, including Cisco and Avaya. For our customers, this means CBTS solutions deliver high quality, personalized customer services, and seamless collaboration. CBTS has extensive experience and expertise to design, deploy, and support the right Contact Center Solution to meet your individual requirements.
Featured Products and Services
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Avaya Contact Center
This premium Contact Center Solution delivers high quality, personalized customer service for enterprises.
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Cisco Unified Contact Center
This solution is designed for the midmarket, enterprise branches, or corporate departments for sophisticated customer interaction.
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CBTS partners with Avaya to offer premium Contact Center Solutions that deliver high quality, personalized customer service for enterprises. As an Avaya Platinum partner, CBTS has extensive experience and expertise to design, deploy, and support the right Avaya Contact Center Solution for all customer requirements.
Solution Features:
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Interaction Management
The interaction management tools in the Avaya contact center suite allow businesses to interact with their customers using multi-channel communications including phone, email, text, video, instant messaging or SMS.
A core capability of Avaya contact center interaction management tools is intelligent routing - an Automatic Call Distribution (ACD) application. This feature routes the requests to the agent who is the best resource available to address them, using the same communications method as the customers.
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Reporting and Analytics
To quickly identify operational issues and take immediate action to address them, businesses can take advantage of Avaya Call Center's reporting and analytics tools including: Call Management System (CMS), Basic Call Management Reporting (BCMR) and Avaya IQ.
Avaya CMS offers integrated analysis and reporting to help you keep in touch with virtually everything in your contact center. Avaya IQ enables call center managers to dig deeper into the details, helping them identify and analyze trends, investigate cradle-to-grave call activity, and discover specific problems that may exist in call flows or agent training.
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Self Service
The Avaya contact center suite includes: advanced Self Service solutions that support speech, touch-tone, voice, and video-enabled self-service applications. These applications enable businesses to automate telephone transactions, answering incoming calls, asking questions, and providing information using both synthesized and pre-recorded speech.
Designed for the midmarket, enterprise branches, or corporate departments that require a sophisticated Customer Interaction Management Solution for up to 400 agents, Cisco Unified Contact Center Express is easy to deploy and use, secure, and highly available.
The Contact Center Express is a single-server, integrated "contact center in a box," intended for both formal and informal contact centers. This solution delivers:
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Sophisticated call routing and comprehensive contact management capabilities
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Powerful, automatic call distributor features including conditional routing, call-in-queue and expected-wait-time messages, real-time data, and historical reporting
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Workforce Optimization, including Workforce Management, Quality Management and Advanced Quality Management
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Blended Preview Outbound Dialer and outbound interactive voice response capabilities
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Blended Agent Email
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Easy-to-use administration features including real-time reports on the go for mobile supervisors
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Simplified installation, configuration, and application hosting
The Cisco Contact Center Express is available in three versions that are tailored to meet your customer contact requirements. Your business can easily upgrade from one version to the next when the needs arise.
