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C3 Communications Blog


Monthly Archives: June 2014

Manx Telecom uses C3’s Fusion to create new customer top-up service

16th June 2014Case Study, Company News, Fusion IVRkatie

Manx Telecom has launched Self-Service top-ups for its pay as you go mobile customers. The new service, built using C3’s Fusion IVR Software, makes it easier for subscribers to add credit to their account. The user simply calls the service, and then follows the recorded instructions to key in the top-up amount required, followed by credit or debit card details.

The service also allows customers to top-up other mobiles for friends and family, quickly and easily, and without the need to wait to speak to an operator. C3’s voice recognition application enables customers to move quickly through the menu and top up their account for a prompt and professional top-up service. This has considerably improved the process, particularly for Smartphone users who often struggle with DTMF key press options.

Manx Telecom is committed to improving the customer experience and using C3’s IVR development software, Fusion, is able to develop and launch new services that support this aim.

Fusion is a game-changing tool that enables anyone to create and launch IVR scripts within minutes, supporting companies such as Manx Telecom in being innovative and testing new services in response to changing market conditions.

Emma Walker, Head of Customer Care at Manx Telecom, said: “This new service is part of our continued drive to improve the services we offer. With automated top-ups it’s immediate, available 24x7x365 and there’s no need to wait to speak to an operator. It’s a much more efficient, saving customers valuable time, and allows our customer services team to concentrate on delivering support and advice on the increasing range of services and products we provide. This is just one of several changes we’re looking to introduce over the coming months to improve customer service experience.”

Manx Telecom has a dual site fully redundant SIP-connected IVR system at its site in the Isle of Man, running a number of core C3 applications such as voicemail, unified messaging and a number of IVR services. The PCI-Compliant C3 system integrates seamlessly with Manx back-office and gives the team access to advanced development tools as well as real-time subscriber analytics.

GCI and C3 announce joint development venture

6th June 2014Company News, Partnershipskatie

GCI, a privately owned information technology provider, has chosen multichannel communication software specialist, C3, as one of its key technology partners.

The two companies will be working together to develop a range of multichannel communication for GCIs vertical markets. The focus will initially be on rolling out a hosted contact centre solution, which utilises C3’s IVR capabilities, to give end users more control over the management of their system.

The partnership first sees GCI update its legacy Interactive Voice Response (IVR) systems with a 600 SIP-channel C3 platform, which will be installed on virtualised servers at multiple GCI datacenters.

The geographically redundant system gives GCI access to a number of C3 applications, including Call Recording, Voice Recognition, Multichannel Contact Centre and IVR Scripting. The platform can be extended to support PCI Compliant billing across all channels.

“The aim of this long-term partnership is to enable GCI and C3 to jointly develop new technology for a rapidly changing communications market,” said John Wood, C3 Sales and Marketing Director.

“With our infrastructure and UK-based development team, we can support GCI in reducing costs, improving efficiency and, most importantly, maintaining its status as a market leader in hosted communication solutions.”

C3’s technology will enable GCI to improve existing services for end customer, with new user-friendly capabilities e.g. voice recognition navigation, dynamic call recording, and customer-facing web applets.

Paul Ceaser, the Head of Voice Operations at GCI said: “The platform, which will integrate with GCIs Microsoft Lync and Broadsoft solutions, will also support a range of off-the-shelf products for Voice, SMS, Email, Web Chat and Social Media applications. These applications will be easily customised via GUI front ends, and white-labelled by GCI.

“GCI constantly strives to provide its customers and partners with innovative, dynamic and value creating services. The partnership with C3 will deliver the next set of intelligent voice products providing end users with a powerful, flexible and efficient platform whilst avoiding expensive capital investments.”

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