C3 launches multi-channel contact centre
· Converged communication platform perfect for the IT enterprise environment
· Enables complete control over multiple communication (voice, email, social media, web chat and SMS) streams via one intuitive web interface
12th April 2012. Cambridge, UK-
C3 has launched a converged communication platform designed for businesses operating a multi-channel contact centre.
Fusion Contact is a unique converged platform that integrates voice, email, social media, web and SMS to one powerful agent web interface and provides queuing, routing, monitoring and reporting across these multiple channels.
The multi-channel communication solution gives business complete control over communication management; streamlining potential peaks in activity across these multiple channels enabling them to respond to enquiries systematically, whatever channel customers may choose to contact them.
“The challenge for business is in offering consistent customer service across all these channels. That’s hard to achieve in larger organisations where disparate strands of communication are easily missed, and customers are subsequently lost,” said John Wood, sales and marketing director C3.
“Organisations want to take a more systematic approach to handling these streams to ensure that every enquiry is automatically assigned to an agent and managed through to resolution.”
All incoming communication is managed in Fusion Contact’s unified queuing system, allowing agents to handle different types of communication via one web interface, and ensuring a consistent customer experience.
The system is available with C3’s in house CRM system and integrates with all major third party CRM platforms.
Fusion Contact consolidates all customer interaction across all communication streams giving agents access to all CRM information needed to manage each enquiry.
C3 will be showcasing Fusion Contact at Networkshop (9-11 April 2013), in Keele.
C3 is one of Europe’s leading suppliers of multi-media communication platforms for Interactive Voice Response (IVR), Messaging, Call Conferencing, Unified Communications and Customised Call Handling Solutions, including Tier1 PCI Compliance Applications.
For over 20 years, C3 has installed telecommunication technology in more than 26 countries with clients including BT, Cable & Wireless, Vodafone, Oxygen8 and 4D Interactive. The company recently received a 94% customer satisfaction rating from research company BenchmarQ.