As customers we expect to reach businesses using the communication channel most convenient to us and, if we’re very unhappy with the service we receive, we’re likely to broadcast that to everyone via social media. This infographic demonstrates how customers are using various communication channels and their expectations from them.
C3 is once again exhibiting at Call Centre Expo (2-3 October) at London Olympia, where we will be showing our multichannel contact centre Contact PCI.
Contact PCI offers a genuinely holistic view of your customers, with outbound marketing capability across every one of your communication channels, automatic capture & route of all inbound enquiries (including social media) and centralised PCI Compliant billing to support cross-channel transactions. With Contact PCI, you are able to proactively manage the customer experience across every channel and, ultimately, transform your brand into genuinely multichannel entity.
C3 will be on Stand H6 – near the Pizza Express! If you would like to pop by and see us please email firstname.lastname@example.org. Look forward to seeing you there.
Companies are finally getting on board with “multichannel” and investing in contact centre software that is able to unify their fragmented communication channels.
There are now a number of solutions available that simplify the management of your multichannel operation. They are designed to capture disparate inbound enquiries and send them, in a unified queue, to your agents.
However, where some of these systems struggle is with outbound capabilities. Many don’t support outbound communication at all, which obviously creates another frustrating interaction silo where valuable customer data can fall between the cracks.
The ideal situation is for your multichannel contact centre to provide inbound/outbound functionality – where outbound campaigns and subsequent inbound enquiries correlate for a substantial impact on the consistent experience. This ensures you can monitor the impact of your marketing campaigns and make any necessary changes in response to live results.
Our multichannel contact centre software, Contact, offers this fused inbound/outbound functionality giving you a 360-degree view of your channels and customers. We also support centralised (and PCI Compliant) billing so customers can easily transact between channels.
Everything can be launched and managed via one browser based interface for a comprehensive and holistic view of your customer.
Unloc, a specialist in cloud-based industry solutions, is using C3’s Fusion IVR Software to develop new services for its target markets in Real Estate, Education, Healthcare, Hospitality, Banking, Insurance and Retail.
Unloc, whose name stands for Universal language of communication, specialises in Vertical Applications as Service (VaaS) solutions that improve business processes within specific industry segments.
Deploying its vertical applications worldwide is a strategy that Unloc is committed to.
The company is currently using Hosted Fusion IVR to develop a unique self-service application for its customers in the UK Real Estate market, which will be rolled out to the United States, Australia, New Zealand, Singapore and Dubai.
“With Fusion IVR, it is easy to design advanced call applications and make changes to any existing services,” said Anand Babu – Product Development Manager.
“The software supports us in getting our innovative applications to market quickly, ensuring that our clients always remain one step ahead of the competition.”
Fusion is a game-changing IVR scripting tool that makes it possible to design advanced IVR services within minutes, using the intuitive drag and drop tool and extensive function (node) library to establish the call flow.
“We are all praises for Fusion IVR, for its seamless integration with third party voice and SMS gateways. We will be recommending C3 and Fusion to our own clients for voice-based self-service.”