Speech recognition now available in C3’s Fusion IVR Software

20th February 2013Company Newskatie

Speech recognition is now available as a comprehensive node in C3’s Fusion IVR Software.

The speech recognition node builds on the flexibility and ease of use that Fusion is established for, with its simple ‘drag & drop’ deployment and granular functionality making it incredibly simple to set up and manage reliable speech recognition navigation and directory look up within IVR services.

Customers wishing to use speech recognition functionality within their IVR services simply drag and drop the node to the relevant point in their Fusion script, from where vocabulary parameters are easily set up and managed dynamically. The speech recognition node can also pick up data held as a remote text file.

Fusion’s Speech Recognition registers 99% accuracy against a 10,000 strong directory. The solution automatically checks for ambiguity in a situation where there may be multiple word options that sound similar – ‘Did you say David Bell or David Fell?’ – ensuring accurate call transfer.

Since its release last year, C3’s IVR development tool, Fusion, has proved its credentials at a number of corporate site.

This powerful platform has helped numerous businesses significantly cut the development time/cost typically associated with creating new IVR services, allowing much more scope for development. Sundial Telecom, Manx Telecom and Oxford University are just some of the organisations seeing the benefits of Fusion.

Find out how your business can save time and money with C3’s Fusion IVR Software. Get in touch now to arrange a demo.

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.

Powerful IVR software for complete call services control

21st January 2013Call Handlingkatie

As telecommunications become increasingly versatile and more web-centric, the development environments used to create different types of telephony applications are changing also. Some are becoming more accessible, less complicated and increasingly visual, comprising web-based templates and graphical functionality.

The current economic climate is putting financial constraints on many organisations, making it harder for them to justify the funds needed to pay advanced programmers to develop and schedule, or make changes to applications that are perceived to be straightforward.

To reflect these changes we would like to inform customers of Fusion, our new IVR software which utilises an intuitive visual editor and drag and drop deployment. Customers can build and deploy IVR services by creating a flow chart diagram of “nodes”, properties and links via an intuitive GUI. Running on any Windows PC, via an Internet connection and supporting all existing IVR functionality.

Accommodating new and existing installations of Apcentia, everyone can use Fusion to develop interactive services themselves, or will be able to work in partnership with our support team to develop more complex, bespoke applications.

Fusion is also available to our Voicemail client base. Call handling scripts take moments to put together and because they are represented diagrammatically they’re easy to comprehend. Fusion offers all the functionality of our popular Narrator product and a lot more. For more information please contact us, we’d love to show how quickly services can be built with Fusion.

The University of Cambridge selects C3 Unified Communications platform

21st January 2013Case Studykatie

C3 is proud to announce that they have won a significant contract with the University of Cambridge.

C3 has supplied a SIP-enabled Apcentia platform, integrating into a Cisco CallManager solution spanning the University’s entire 18,000 telephone extensions.

The University already has one of the largest Cisco CallManager IP sites in the UK. Now Apcentia has been integrated, the University can run a broad range of complementary unified communications applications, from simple voice messaging to complex scripted applications.

C3’s Apcentia platform enables the University to automate its entire call handling and scripting functions, helping to streamline the large volume of incoming calls it receives each day. Using a simple interface and C3’s powerful development environment, call flow can be easily designed, managed and processed.

The platform’s open standards and APIs will help the University to reduce development costs by building its own applications. These can be integrated with any of its existing web based systems – from complex database integrated applications through to standard information based service, the University saving both time and money whilst effectively future proofing its investment.

“C3’s application platform approach will enable us to leverage our existing IP network to build out the types of services that will bring both cost and efficiency savings across the board,” said Gordon Ross, Head of Telecoms at Cambridge University.

“Due to the scale of our operations it has been imperative that we find the right partner with the resilience and scaleability to meet our unique demands. C3’s track record in working with organisations of our nature, plus its proven technology platforms make them the ideal partner to help us evolve and streamline our communications approach.”

Steve Adams, Sales Manager at C3, added: “With CallManager already in place, we’ve been able to develop a fully featured platform for Cambridge which will take its call scripting and handling to the next level, whilst providing the tools for deeper integration to existing software applications.”