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.”