Now with Omni-Channel Routing and Intelligent Automation

In today’s fast-paced digital landscape, customer expectations are higher than ever. They want fast, personalized, and seamless service—on their terms, across their preferred channels. That’s where CC4Teams steps in, transforming Microsoft Teams into a powerful, AI-enhanced contact center solution.

With the launch of the new CC4Teams Omni Client, businesses can now manage voice, email, and WhatsApp interactions from a single, unified interface—natively within Microsoft Teams. But the real game-changer? The infusion of AI-powered capabilities that reduce friction, boost agent productivity, and elevate the customer experience.

What’s New in CC4Teams?

Omni-Channel Routing

CC4Teams now supports voice, email, and WhatsApp routing, allowing agents to handle all customer interactions from one place. This seamless integration ensures that no matter how a customer reaches out, the experience is consistent, efficient, and context-aware.

AI Features That Make a Difference

Real-Time Suggestions

Agents receive context-aware prompts during live conversations, helping them respond faster and more accurately. Whether it’s suggesting the next best action or recommending a response, AI acts as a real-time co-pilot.

Auto Summarization

No more manual note-taking. CC4Teams automatically generates instant conversation summaries, making handovers between agents smoother and improving reporting accuracy.

Intelligent Routing

AI evaluates agent skills, availability, and conversation context to route interactions to the most suitable team member. This ensures faster resolution and a better customer experience.

Task Automation

Repetitive tasks like tagging, follow-ups, and categorization are handled automatically, freeing up agents to focus on what matters most—delivering exceptional service.

AI Across Every Channel

According to ContactCenter4ALL, AI is deeply embedded across all communication channels:

• Voice: Features like IVR, transcription, and AI queue redirection streamline complex voice interactions.
• Email: AI assists with auto-replies, summarization, and suggested answers, making email handling faster and more consistent.
• WhatsApp: AI enables interaction notes, customer history tracking, and conversation blending, ensuring continuity and personalization.

Why It Matters

CC4Teams is more than just a contact center add-on—it’s a fully integrated, AI-supported customer engagement platform. By blending all channels into a single screen and enhancing them with intelligent automation, CC4Teams helps agents work smarter, not harder.

This means:

• Faster response times
• Higher customer satisfaction
• Reduced agent workload
• Improved operational efficiency

See It in Action

Ready to experience the future of customer contact?
Contact your Partner Success Manager to explore how CC4Teams can enhance your service offering, grow your business, and book a live demo with our product specialists.