Route
Shape the customer journey
Configure queues, IVR and ACD logic, skills, schedules, and escalation paths around the way your operation works.
Ready-made cloud contact center
Run every customer conversation from one cloud contact center
Route voice and digital work, give agents the customer context they need, and connect live operations, reporting, and quality review without building a platform from scratch.
Operating view
Follow the work from customer contact through management review
CCPro brings routing, agent context, follow-up, reporting, and quality work into one operating path so the next action stays connected to the customer conversation.
Contact center workbench
Operating view
Channels
- Voice
- Chat
- SMS
- Tasks
Agent work
Customer context
Profile, history, notes, and reason for contact
Conversation work
Voice and digital interactions with dispositions
Next action
Follow-up, ownership, and visible outcome
Management review
1
Live operations Queues, agents, and work in motion
2
Historical reporting Patterns across service and outcomes
3
Quality workflow Structured review with human accountability
Customer context stays connected from first contact through follow-up.
A practical operating surface, backed by platform breadth
17+ channels
Voice and digital conversations in a unified experience
Browser, desktop, mobile
Supported work surfaces for different agent roles
Human-reviewed assistance
Transcription, summaries, and quality support with people accountable
Serious capability, straightforward operations
Give agents, managers, and administrators the tools they need to run customer conversations.
Explore voice and routing
Work
Bring conversations together
Give agents voice and digital context, shared customer profiles, notes, dispositions, and follow-up in one operating experience.
Understand
See what is happening
Use live dashboards, historical reporting, and structured quality workflows to move from service signal to action.
One grounded operating model
Keep customer context connected from signal to follow-up
CCPro connects the work around an interaction: who the customer is, why they reached out, how the conversation was handled, and what happens next.
Who is this?Known customer
Why now?Customer intent
Active
Customer conversation
Voice or digital
What changed?Updated outcome
Who owns it?Clear ownership
What happens next?Visible follow-up
Context stays with the work.
01RouteIntent, queue, and priority
02WorkConversation and context
03ReviewOutcome and evidence
04ContinueNext action and ownership
Operating model shown for review; configuration varies.
Practical AI
Turn more interaction data into management attention
Use assisted analysis to reduce review time, surface recurring service patterns, and give managers a clearer starting point while people remain accountable for conclusions and action.
Spend less time reconstructing the call
Use transcription and summaries to make interaction context easier to review and carry into follow-up.
Direct reviewers to the work that merits attention
Use quality assistance and filters to organize a more consistent review process across interactions.
Connect recurring signals to an operating response
Surface service patterns that can guide coaching, routing, configuration, and follow-up conversations.
See CCPro around your operation
Focus the demo on your channels, queues, reporting, and quality workflows.
Common questions
CCPro Cloud Contact Center FAQs
What is CCPro?
CCPro is a cloud contact center platform that helps organizations manage customer interactions across voice and digital channels. The platform brings together omnichannel communications, ACD and IVR routing, agent and supervisor tools, reporting and analytics, quality management, integrations, and AI-assisted capabilities in a unified contact center environment.
What is cloud contact center software, and how does it work?
Cloud contact center software enables organizations to manage customer interactions without maintaining traditional on-premises contact center infrastructure. Also known as Contact Center as a Service (CCaaS), it brings customer communications, routing, agent tools, reporting, integrations, and other contact center capabilities together through a cloud-based platform.
CCaaS can help organizations add communication channels, support remote and distributed agents, scale capacity, and adapt contact center operations as customer and business requirements change.
What types of call centers are ideally suited for CCPro?
CCPro is ideally suited for organizations that need more than basic call handling and want a flexible, ready-made cloud contact center that can adapt to their customer experience and operating requirements. It is a strong fit for contact centers that need omnichannel communications, configurable routing and IVR, agent and supervisor tools, reporting and analytics, integrations, quality management, and AI-assisted workflows in one platform.
Does CCPro support omnichannel customer communications?
CCPro supports customer interactions across voice and digital communication channels in a unified contact center environment. Supported channels include voice, email, web chat, SMS, WhatsApp, Microsoft Teams, and other communication channels, with more than 17 channels available within the platform.
CCPro connects these channels with routing, customer context, agent workflows, and reporting so interactions can be managed consistently across the customer journey.
Does CCPro support ACD, IVR, and skills-based routing?
CCPro supports enterprise interaction routing across voice and digital channels using configurable logic, queues, and automation rules. Core routing capabilities include:
- Automatic Call Distribution (ACD): Intelligently distributes inbound and outbound interactions based on agent availability, priority rules, and business hours.
- Interactive Voice Response (IVR): Configurable multi-level IVR menus and self-service flows to identify customer intent before handoff.
- Skills-Based Routing: Matches customer requests with specialized agents based on technical skill, language, proficiency, or team assignment.
- Custom Workflow Logic: Connects routing rules to queue thresholds, schedules, overflow rules, and escalation paths.
How does CCPro help agents manage customer conversations?
CCPro gives agents a unified workspace for managing voice calls, email, SMS, web chat, and social media interactions. Agents can handle multiple interactions, manage their availability, make and receive interactions, and use tools such as screen pops, quick text, notes, dispositions, and AI-assisted features. The Agent Experience is available through web, desktop, and mobile applications, giving teams flexibility in how and where they work.
Does CCPro provide real-time and historical contact center reporting?
CCPro provides real-time dashboards for monitoring contact center operations and reporting tools for deeper historical and trend analysis. Organizations can use customizable dashboards, scheduled reports, interaction metrics, performance summaries, report thresholds and visual alerts to track KPIs and identify trends. CCPro also supports Power BI data access, cross-center reporting, and AI-generated insights within reports.
How does CCPro use AI in the contact center?
CCPro uses practical AI to support contact center workflows while keeping people accountable for decisions and outcomes. AI-assisted capabilities include real-time and post-call transcription, interaction summaries, sentiment analysis, topic detection, Smart Wrap-up, Ask AI, voicemail transcription, and configurable AI assistants.
CCPro also supports configurable AI vendors and models, giving organizations flexibility in how AI is incorporated into contact center operations.
Can CCPro integrate with CRM and other business applications?
CCPro supports integrations with CRM, ticketing, workforce management, collaboration, social media, and other business applications. Documented integrations include Salesforce, Microsoft Dynamics 365, HubSpot, ServiceNow, Zendesk, Intercom, Microsoft Teams, Cisco Webex Calling, Calabrio, Playvox, Verint WFM Professional, and others. These integrations help connect customer interactions and contact center workflows with the systems organizations already use.