COMPUTER telephony specialist C3 has reached another milestone as it helps the UK’s top universities join the internet call revolution which is gathering pace across the country.
The University of Bristol has joined the transition to multimedia communication over the internet thanks to C3’s expertise in providing a new easy-to-use, centralised system for 8,500 staff.
A key issue for delegates from the UK’s major universities and higher and further education colleges at last month’s Universities and Colleges Information Systems Association (UCISA) conference in Manchester, was the transition to new multi-channel Voice over Internet Protocol (VoiP) telephony, from traditional telephone systems.
Many higher education institutions are facing fresh technology challenges as they make the switch.
Continue reading C3 helps University of Bristol join internet call revolution
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Cambridge computer telephony specialist C3 has completed a full upgrade of a secure prison phone system which allows inmates to talk to their family on the outside.
The platform, used in some of the UK’s highest profile prisons and secure hospitals, has been enhanced and given a complete technology refresh at Isle of Man Prison.
Continue reading Secure telephone specialist C3 upgrades vital prison platform
Recently whilst browsing Twitter I came across a conversation between a leading international bank and a client.
The customer had an urgent issue and had tried to contact the bank’s call centre but was unable to get through. They then took to Twitter, asking for help and a call back from the company.
Continue reading Inbound-Only Contact Centres; A Customer Service Roadblock
In this era of cyber security and technological advances contact centres are often seen as soft targets by criminals.
According to the South African Banking Risk Information Centre (SABIRIC) MOTO payments (Mail Order & Telephone Order) accounted for 48.7% of all credit card fraud losses in 2013.
The vulnerability lies in the staff.
Continue reading Call Centre Fraud; the Elephant in the Room
The University of Bristol has future proofed its communication infrastructure with the purchase of C3’s multichannel communication platform, Apcentia.
The Apcentia platform will initially connect via DPNSS, but is SIP ready ensuring that any technology investment is protected, regardless of changes to core infrastructure supplier, when the institution moves to IP voice.
Initially, the Bristol system will launch running C3 voicemail and its scripting tool (Fusion). Integrating to Google Mail, the platform is fully enabled to provide advanced messaging functionality and call recording.
The Apcentia platform is also fully extensible so that the team can scale the system; adding other multichannel functionality to suit evolving user requirements, whilst keeping control over associated costs.