{"id":16207,"date":"2016-04-25T09:37:32","date_gmt":"2016-04-25T08:37:32","guid":{"rendered":"https:\/\/www.c3.co.uk\/blog\/?p=16207"},"modified":"2019-02-27T16:02:49","modified_gmt":"2019-02-27T16:02:49","slug":"c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service","status":"publish","type":"post","link":"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/","title":{"rendered":"C3 upgrades Contact platform to help call centre clients improve customer service"},"content":{"rendered":"

Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.<\/strong>
\n The latest roll-out from the Cambridge-based company includes detailed metrics to ensure greater visibility of Interactive Voice Response (IVR) queuing and offers managers a better overview of customer queueing experiences.<\/strong><\/p>\n

The granular reporting allows for in-depth analysis of performance and behaviour and provides an opportunity to improve customer service and satisfaction.
\nSince its initial release, C3\u2019s contact centre platform has proved popular with users in industries as diverse as higher education and virtual services.
\nKey to its success has been the ability to scale, starting with small deployments and growing to accommodate user demand.<\/p>\n

\"C3Contact_Flat_Small\"<\/a><\/p>\n

<\/p>\n

Functionality such as callback requests and call escalation, if maximum call time is exceeded, ensure macro control of queue behaviour, helping make the process of call queue management as painless as possible across a range of channels including voice, SMS, email and webchat.
\nAvailable reporting metrics include: average queue time, longest queue time, reason left the queue, abandoned calls, ring time, and call closure reason.
\nRaw data can be exported for further customer reporting within external programmes such as Excel.<\/p>\n

\"180216030\"<\/a><\/p>\n

Sales Director John Wood said: “Customers can directly influence C3\u2019s product roadmap from small reporting updates to completely new applications. We welcome customer feedback, as the more responsive we are the more relevant the products are.
\n“Our aim is to provide products that are self-managing and when customers don\u2019t want to do it we will.
\n“C3 aims to expand on every installation by providing more relevant products for each sector we operate in.
\n“This allows customers to incrementally add functionality and capacity as needed \u2013 even for short business-critical periods of time.
\n“Having the ability to have a small installation footprint allows easy adoption of the software that can be expanded.
\n“Over the last 25 years this has worked for clients as diverse as Harrods, Cambridge University, Manx Telecom, ThamesNet NHS, and complete cloud provider GCI.”<\/p>\n","protected":false},"excerpt":{"rendered":"

Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options. The latest roll-out from the Cambridge-based company includes detailed metrics to ensure greater visibility of Interactive Voice Response (IVR) queuing and offers managers a better overview of customer queueing experiences. The granular reporting allows for in-depth analysis of … Continue reading C3 upgrades Contact platform to help call centre clients improve customer service<\/span> →<\/span><\/a><\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[33,24],"tags":[],"yoast_head":"\nC3 upgrades Contact platform - C3 Communications<\/title>\n<meta name=\"description\" content=\"Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"C3 upgrades Contact platform - C3 Communications\" \/>\n<meta property=\"og:description\" content=\"Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"C3 Communications\" \/>\n<meta property=\"article:published_time\" content=\"2016-04-25T08:37:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2019-02-27T16:02:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.c3.co.uk\/blog\/wp-content\/uploads\/2016\/04\/C3Contact_Flat_Small-300x85.jpg\" \/>\n<meta name=\"author\" content=\"marketing\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"marketing\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/\",\"url\":\"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/\",\"name\":\"C3 upgrades Contact platform - C3 Communications\",\"isPartOf\":{\"@id\":\"https:\/\/www.c3.co.uk\/blog-cms\/#website\"},\"datePublished\":\"2016-04-25T08:37:32+00:00\",\"dateModified\":\"2019-02-27T16:02:49+00:00\",\"author\":{\"@id\":\"https:\/\/www.c3.co.uk\/blog-cms\/#\/schema\/person\/ba02145e4bca2001096f8639b596ea2f\"},\"description\":\"Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.c3.co.uk\/blog-cms\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"C3 upgrades Contact platform to help call centre clients improve customer service\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.c3.co.uk\/blog-cms\/#website\",\"url\":\"https:\/\/www.c3.co.uk\/blog-cms\/\",\"name\":\"C3 Communications\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.c3.co.uk\/blog-cms\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.c3.co.uk\/blog-cms\/#\/schema\/person\/ba02145e4bca2001096f8639b596ea2f\",\"name\":\"marketing\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.c3.co.uk\/blog-cms\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/bf44b8a02d3168b0774ce62d6bc75c78?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/bf44b8a02d3168b0774ce62d6bc75c78?s=96&d=mm&r=g\",\"caption\":\"marketing\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"C3 upgrades Contact platform - C3 Communications","description":"Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/","og_locale":"en_GB","og_type":"article","og_title":"C3 upgrades Contact platform - C3 Communications","og_description":"Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.","og_url":"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/","og_site_name":"C3 Communications","article_published_time":"2016-04-25T08:37:32+00:00","article_modified_time":"2019-02-27T16:02:49+00:00","og_image":[{"url":"https:\/\/www.c3.co.uk\/blog\/wp-content\/uploads\/2016\/04\/C3Contact_Flat_Small-300x85.jpg"}],"author":"marketing","twitter_card":"summary_large_image","twitter_misc":{"Written by":"marketing","Estimated reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/","url":"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/","name":"C3 upgrades Contact platform - C3 Communications","isPartOf":{"@id":"https:\/\/www.c3.co.uk\/blog-cms\/#website"},"datePublished":"2016-04-25T08:37:32+00:00","dateModified":"2019-02-27T16:02:49+00:00","author":{"@id":"https:\/\/www.c3.co.uk\/blog-cms\/#\/schema\/person\/ba02145e4bca2001096f8639b596ea2f"},"description":"Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.","breadcrumb":{"@id":"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.c3.co.uk\/blog-cms\/2016\/04\/25\/c3-upgrades-contact-platform-to-help-call-centre-clients-improve-customer-service\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.c3.co.uk\/blog-cms\/"},{"@type":"ListItem","position":2,"name":"C3 upgrades Contact platform to help call centre clients improve customer service"}]},{"@type":"WebSite","@id":"https:\/\/www.c3.co.uk\/blog-cms\/#website","url":"https:\/\/www.c3.co.uk\/blog-cms\/","name":"C3 Communications","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.c3.co.uk\/blog-cms\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-GB"},{"@type":"Person","@id":"https:\/\/www.c3.co.uk\/blog-cms\/#\/schema\/person\/ba02145e4bca2001096f8639b596ea2f","name":"marketing","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.c3.co.uk\/blog-cms\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/bf44b8a02d3168b0774ce62d6bc75c78?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/bf44b8a02d3168b0774ce62d6bc75c78?s=96&d=mm&r=g","caption":"marketing"}}]}},"_links":{"self":[{"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/posts\/16207"}],"collection":[{"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/comments?post=16207"}],"version-history":[{"count":4,"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/posts\/16207\/revisions"}],"predecessor-version":[{"id":16214,"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/posts\/16207\/revisions\/16214"}],"wp:attachment":[{"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/media?parent=16207"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/categories?post=16207"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.c3.co.uk\/blog-cms\/wp-json\/wp\/v2\/tags?post=16207"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}