Computer telephony specialist C3 has enhanced its popular multi-channel platform Contact with increased and improved reporting options.
The latest roll-out from the Cambridge-based company includes detailed metrics to ensure greater visibility of Interactive Voice Response (IVR) queuing and offers managers a better overview of customer queueing experiences.
The granular reporting allows for in-depth analysis of performance and behaviour and provides an opportunity to improve customer service and satisfaction.
Since its initial release, C3’s contact centre platform has proved popular with users in industries as diverse as higher education and virtual services.
Key to its success has been the ability to scale, starting with small deployments and growing to accommodate user demand.
Continue reading C3 upgrades Contact platform to help call centre clients improve customer service
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