C3 will be exhibiting at UCISA’s annual conference in March 2014.
Billed as “the premier IT event for UK universities and colleges”, UCISA 2014 will be C3’s first UCISA (Universities and Colleges Information Systems Association) conference since joining the organisation as a Corporate Member back in June.
“We are hoping to meet many of the networks and telecoms teams who are considering their options for the IP migration of their voice infrastructure,” said sales and marketing director, John Wood. “Many traditional PBX systems are reaching end of life soon but often a complete rip and replace is just not feasible – or even advisable.
“We have a number of “hybrid” sites, including University of Oxford. Our applications can be deployed at any point in the IP migration process meaning that organisations can maximise the investment in the PBX with C3’s leading edge technology. Then simply move those applications over to SIP when they’re ready.”
C3 will be demonstrating the latest version of Contact, its multichannel contact centre solution, at the conference (26-29 March 2014, Brighton). As well as offering universities an effective means of managing their communication across multiple channels, Contact also supports burstable voice capacity for peak call flows e.g. Clearing.
If you would like more information about Contact of any of C3’s products, please email firstname.lastname@example.org.
The Forrester Research report ‘Ending the multichannel frustration’ demonstrates how increasingly complex it has become to provide customer service.
According to the report, only 39% of companies earned an “excellent” or “good” customer experience index rating, whilst almost two thirds of brands were rated as delivering an “ok” to “very poor” customer experience.
The report outlines three key areas where customer service departments are struggling:
- Supporting the breadth of media types
- Empowering agents with a full view of customer interactions
- Communicating contextual answers to customers
These issues stem from the lack of integration between communication channels, both technically and functionally. This might have been acceptable five years ago. But we live in a multichannel age where we expect to email, call and Tweet an organisation, and for them to have a common-thread view of all those interactions.
Without an integrated contact centre solution agents are unable to track customer enquiries across channels, which is frustrating for them and the customer.
Contact is our multichannel contact centre. This browser-based solution gives organisations the ability to stream all their enquiries into one unified interface. We also support outbound campaigns across the various channels, for a complete “360 degree” view of your communications, and PCI Compliant billing across channels.
C3’s multichannel contact centre solution, Contact PCI, proved a big hit at Call Centre Expo 2013 (2-3 October).
Visitors to the stand were impressed with the application, which enables companies to integrate inbound and outbound communication across multiple channels for easy control and 360-degree visibility of customer interactions.
A number of other stands were also showing multichannel contact centres, but Contact PCI is equally focused on outbound campaign management. This enables companies to “close the loop” with sophisticated reports that show the relationship between your outbound campaigns and your inbound enquiries, across every channel.
We played this video on the stand. It explains a little bit more about what Contact is about. For more information please email email@example.com.
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