Category Archives: Company News

C3 recognised for outstanding customer service

19th February 2013Awards, Company Newskatie

C3 has once again been recognised for delivering outstanding customer service with a BenchmarQ Diamond Award from QMS International.

C3 was given the award – the highest possible – following a recent independent customer survey that reported an Overall Satisfaction mark of 92%. This is the third year running that C3 has received a BenchmarQ Diamond Award.

There were increases for each assessment area: Products & Services, Marketing and Staff Performance. The Overall Satisfaction score was up five per cent on last year.

Typical client responses included:

“The staff are all very good; helpful and polite. They try to sort out whatever problems you might be having and get you back working as soon as they can.” University of Oxford.

“It’s very gratifying to note that they have continuity of staff. It’s a bonus to deal with the same people long term.” London Metropolitan University.

“I find them to be very friendly.” Sheffield Hallam University

“They’re just a brilliant bunch.” Hospital Telephone Services Limited

“They’re very helpful and always do what we ask.” BP Chemicals

John Wood, Sales and Marketing Director C3, said: “We are really pleased with the latest feedback from BenchmarQ. There are always areas we can improve on, and we hope to see another increase in our score next year.

“But on the whole, our customers recognise that we are a friendly company to do business with and that our staff go out of their way to deliver excellent customer service.”

The Independent Customer Satisfaction Survey was conducted by BenchmarQ which measures customer satisfaction and gathers honest and accurate feedback on our performance from customers.

BenchmarQ has been developed by QMS International plc, ISO9001 and ISO14001 assessors and accreditors.

C3 to attend Networkshop 2013

12th February 2013Company News, Events, Networkskatie

Telecommunications is an area of the enterprise that is increasingly being merged into the IT team as organisations across the public and private sectors look to make cost and efficiency savings across the board.

With this in mind, C3 will be attending Networkshop for the first time this summer (9-11 April 2013, Keele University).

We will be demonstrating our IT Telephony solutions to delegates, including our multi-channel contact centre solution Fusion Contact – a converged communication platform that gives the enterprise complete control over multiple communication channels (email, voice, SMS, social networks, web chat) via one intuitive web interface.

We will also be discussing our flexible deployment models. With the C3 Apcentia Engine now on the cloud, we can work with clients to develop unified communications applications that can run on private clouds or public clouds, or develop hybrid solutions that can leverage existing investments in legacy infrastructure.

All C3’s products are core telephony agnostic and support TDM and SIP so we can support you, whoever supplies your core infrastructure, and wherever you happen to be in the IP migration.

Please take a look at our case studies to see how other businesses have benefitted from working with C3.

We hope to see you at Networkshop – please drop by our stand G13.

C3 launches multi channel contact centre

11th February 2013Company Newskatie

C3 has launched a converged communication platform designed for businesses operating a multi-channel contact centre.

Fusion Contact is a unique multi-channel contact centre solution that integrates voice, email, social media, web and SMS to one agent interface and provides queuing, routing and monitoring across these multiple channels.

The multi-channel contact centre solution gives business complete control over communication management; streamlining potential peaks in activity across 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. If you would like more information about this product, or any other C3 solution, please email sales@c3.co.uk.

C3 focuses on Middle East growth with new distributor partnership

10th January 2013C3 Worldwide, Company Newskatie

C3 plans to increase its presence in the Middle East after partnering with Metelco, a well-established value-add distributor of communication software solutions based in Dubai, UAE.

Metelco has a solid reputation in the Middle East region with over 400 customer installations completed in the past nine years. The company specialises in the provision of communication software applications (call management and voice recording), and will now be adding C3’s Apcentia Network Messaging platform and Fusion Contact Centre to its selective product portfolio.

C3’s Network Messaging is a powerful enterprise messaging solution that enables Mobile Networks Operators (MNO) and Virtual MNOs to deliver superior voice messaging services and easily deploy other revenue-generating applications, thereby increasing legacy streams and introducing new VAS revenue streams, at the same time as improving the customer experience and reducing churn.

Fusion Contact is a multi-channel converged communication platform that gives organisations complete control over their contact centre operation. The web-based graphical solution is incredibly simple to install and operate, and enables anyone to define and easily manipulate their communication services to meet specific business requirements.

“We have a strong focus on the applications provision at Metelco, which puts us in a unique position as a specialised distributor for communication software solutions,” said Raad Jaboori Al-Shaikh, Managing Director Metelco.

“C3’s Network Messaging platform and Fusion Contact Centre fit perfectly with the current Metelco product offering and we see a number of opportunities ahead as we promote these solutions to our current database of customers.”

John Wood, sales and marketing director of C3 added: “We are delighted to be working with such an experienced distributor that shares our enthusiasm for C3’s powerful and highly effective solutions.”

C3 now on the cloud

4th January 2013Company Newskatie

The C3 Apcentia Engine, the core of all C3’s multi-channel communication solutions, is now available as a cloud-based platform.

C3 has partnered with Redstone, a Cambridge-based managed services provider, to launch the C3 Apcentia engine on the cloud, giving clients access to C3’s product line via the cloud’s flexible and affordable infrastructure.

“Many companies are in the process of reviewing their existing IT infrastructure and will see that the business case for moving to a cloud-based platform is compelling,” said John Wood, C3 sales and marketing director. “Because a cloud solution offers offer quick deployment, intuitive adoption, and faster ROI, they contribute to sought-after IT cost savings.”

Cloud technology is underpinning real change within major enterprises around the world. Moving new applications to the cloud enables organisations to respond quicker to changing demands and competitive pressures, creating real agility and differentiation within the business.

C3 can now provide its multi-channel communication solutions over on-premise private cloud, off-premise and partner-hosted private cloud. If you would like more information about C3’s cloud solutions please get in touch now.

Welcome to C3

8th December 2012Company Newskatie

C3 is a Cambridge-based company specialising in computer telephony platforms and associated multichannel applications.

With a history of more than 25 years supplying specialist computer telephony platforms and associated applications, C3’s proven solutions incorporate Multichannel Contact Centers, IVR, Speech Recognition and PCI services.

Clients worldwide depend on C3’s core technology-agnostic software to give their businesses the edge in competitive markets and overcome technical challenges.

We pride ourselves on the long term relationships we have with our clients who choose to work with us because, as a niche technology specialist, we offer highly advanced applications, expert technical support and flexible commercial terms.