CC4All connects human and AI agents on a Microsoft Teams contact center platform we’ve built and run since 2020 — automating routine conversations while extending service around the clock.
AI agents handle overnight and peak traffic
Tier 1 volume handled without added staff
Human agents freed to focus on complex work
Contact centers rely on finite, expensive human agents — creating gaps in overnight coverage, queue backlogs during peaks, and skilled staff consumed by routine inquiries that don’t require human judgement.
AI agents handle overnight, weekend and holiday traffic without staffing — eliminating the cost and complexity of low-volume shift coverage.
When a conversation exceeds AI capability, it’s handed off to a human agent with the full thread intact — no customer re-explanation needed.
AI handles Tier 1 volume automatically, reserving human agents for Tier 2+ interactions where judgement, empathy or authority is required.
Delivers round-the-clock coverage at a fraction of human staffing cost.
Queue depth during peaks is reduced by absorbing routine volume.
Frees human agents to focus on complex, high-value interactions.
Delivers the same answer to the same question, every time.
Scales conversation volume within API rate limits, without added headcount.
CC4All was struggling to find a proficient, reliable team to reduce technical debt, software bugs and end-user complaints, while improving platform performance and scalability. They wanted to migrate to a cloud-based platform such as Microsoft Teams for an easy-to-deploy, cost-effective solution that would maintain app functionality at a high standard.
Combines the mature functionality of Skype for Business Server with the benefits of the Teams application for a smooth cloud migration.
Integrates with Microsoft Teams, Dynamics and Skype for Business to deliver enterprise-grade contact center capability.
A Proof of Concept and an agreed Scrum process keep risk and technical debt under control as the platform evolves.
Lower maintenance effort enabled the team to complete up to 70% of the planned roadmap.
Less time spent on maintenance allowed developers to focus on building new capabilities.
Stable operation with minimal downtime, even as adoption and usage increased.
Faster response times and a more consistent customer support experience.
Protects customer and financial data through secure authentication and access controls.
Once we started our collaboration, everything became more predictable — we know what to expect and when.