Inbound Email

Supported providers: Google / Gmail, Microsoft / Outlook, Yahoo Mail, Apple iCloud Mail, and other IMAP / SMTP providers.

Personal Mailbox

Keep personal business email connected to CCS and linked to the appropriate customer records.

Shared Mailbox

Give teams controlled access to shared inboxes so messages can be managed collaboratively.

Email Templates

Create reusable templates with dynamic customer and company information for faster, consistent replies.

Chat

Team Chat

Keep employees connected through built-in direct messaging and team channels.

Client Support Chat

Manage customer support conversations from one connected workspace while retaining interaction history.

Fax

Fax Portal

Send, receive, store, and route fax communications directly through the platform.

SMS

Text Messaging

Send and receive two-way text messages directly within CCS.

Text Message Templates

Use reusable text message templates with dynamic variables for consistent customer communication.

Phone

Phone System

Manage calls, queues, call history, recordings, notes, and customer associations from CCS.

App Calling

Make and receive calls from supported iPhone, Android, Windows, and macOS apps.

Desk Phones

Connect supported desk phones to CCS with Rent to Own or Purchase options.

Secure Access & Communication Control

Manage access to communication channels through configurable user permissions. Administrators can control access to conversations and communication features, helping maintain privacy while supporting team collaboration.

AI-Enhanced Communication

CCS continues to expand its communication capabilities with AI-powered features designed to improve customer service and operational efficiency. Upcoming and configurable capabilities include:

• AI-assisted customer chat routing to help support agents understand customer issues more quickly.
• AI call transcription and conversation summaries.
• AI-powered call quality evaluation using customizable scoring criteria.
• AI writing assistance to help users rewrite, refine, or improve messages before sending.

Connected with the CCS Platform

The Communication Management module works alongside other CCS modules, allowing customer communications to remain connected with CRM records and other operational processes. By bringing communication tools together in one platform, businesses gain better visibility into customer interactions while reducing the need to switch between multiple applications.

Keep Every Conversation Connected

Whether you're communicating with customers, collaborating internally, or managing phone and messaging channels, the Communication Management module within CCS helps businesses centralize communication, improve collaboration, and reduce the need for multiple disconnected tools.