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.
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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.
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 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 firstname.lastname@example.org.
Related item: Fusion IVR Software
Related item: Multi Channel Contact Centre