C3 has released the latest version of its intuitive IVR software Fusion.
The new release builds on the flexibility of development that Fusion is established for, with its granular functionality and simple ‘drag & drop’ deployment significantly improving time to market for new IVR services.
This latest update sees Fusion maturing with a feature-rich ‘call centre’ application that transforms the most basic IVR service into a fully-functioning call centre, simply by dragging and dropping the node set to the relevant point in your script.
Agents are able to log into the Fusion call centre from anywhere in the world, via a web or telephony interface, and live call statistics can then be viewed on Fusion’s Queue Monitor. Here, you can see in real-time the number of calls connected, average wait time, total calls queued, maximum queue length, times queue full and queue exits.
A new ‘custom event’ node allows you to dig into specific links in your call flow – simply linking it to the element of the call you’re interested gives you access to all associated post-call statistics. Fusion also provides system usage reports and, depending on the parameters you set, will trigger alerts so you can be proactive in your call centre management.
Since its release last year Fusion has proved its credentials at a number of corporate sites.
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 and Oxford University are just two of the organisations seeing the benefits of Fusion.
Find out how your business can save time and money with Fusion. Get in touch today.