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.”
ImpulsePay, the UK’s leading Payforit provider, is using C3’s Fusion IVR to develop interactive consumer assistance as the company undergoes a period of expansion, with new merchants coming on board and Payforit transactions increasing month-on-month.
The company, pioneers of the Payforit mechanism, was already using a competitor’s IVR software solution but that didn’t provide the granularity of control, or the flexibility, that ImpulsePay required as a dynamic and growing business.
“Fusion IVR offers us significant functionality, at the same time as being incredibly easy to use” says Adam Williams, Chief Operating Officer at ImpulsePay.
“This means we can quickly launch advanced voice services and change them at the click of a button. That level of flexibility is important to us as we continue to grow the business.”
With Payforit gaining real momentum, ImpulsePay has been working on new developments, such as enhanced single-click payment, which has helped merchants significantly increase their mobile revenues. The company has also been busy expanding its customer services team to ensure quality of support remains high as the business continues to grow.
“We are always working hard to make sure ImpulsePay provides the best Payforit offering available.” says Adam. “An increase in overall capacity, as well as heavy investment in our server infrastructure, means we’re able to provide the most robust Payforit solution on the market.”
ImpulsePay is deploying Fusion as a hosted service, initially to develop intelligent scripts for its customer service lines.
CARDsystems has added C3’s powerful speech recognition to its suite of PCI compliant payment applications.
The investment in C3’s speech recognition technology gives CARDsystems, an accredited PCI services provider, more flexibility over the secure payment solutions it offers customers.
The company plans to use C3’s voice driven dialler, which can distinguish between 10,000+ entries, to develop alphanumeric voice payment services. It will also apply the impressive functionality to existing services, introducing voice recognition as a navigation application to further improve the payment process.
“We provide a unique and scalable solution for all channels requiring PCI compliant services, whether voice, mobile or web-based,” said Alex Robson, director of CARDsystems.“C3’s voice dialler further broadens our capability allowing us to improve our existing product range, and quickly develop new services for our customers.
“We aim to provide complete applications inclusive of PCI compliant payments that will reduce operational costs while introducing new revenue opportunities.”
CARDsystems owns and operates a PCI compliant gateway that is supported and maintained by C3 (a Tier 1 PCI compliant hosting provider) to deliver seamless PCI compliant multi-channel billing on any device or connection.
If you would like more information about the C3 voice dialler or our PCI Compliant hosted platforms please get in touch.
C3 plans to increase its presence in the Middle East after partnering with Metelco, a well-established value-add distributor of communication software solutions based in Dubai, UAE.
Metelco has a solid reputation in the Middle East region with over 400 customer installations completed in the past nine years. The company specialises in the provision of communication software applications (call management and voice recording), and will now be adding C3’s Apcentia Network Messaging platform and Fusion Contact Centre to its selective product portfolio.
C3’s Network Messaging is a powerful enterprise messaging solution that enables Mobile Networks Operators (MNO) and Virtual MNOs to deliver superior voice messaging services and easily deploy other revenue-generating applications, thereby increasing legacy streams and introducing new VAS revenue streams, at the same time as improving the customer experience and reducing churn.
Fusion Contact is a multi-channel converged communication platform that gives organisations complete control over their contact centre operation. The web-based graphical solution is incredibly simple to install and operate, and enables anyone to define and easily manipulate their communication services to meet specific business requirements.
“We have a strong focus on the applications provision at Metelco, which puts us in a unique position as a specialised distributor for communication software solutions,” said Raad Jaboori Al-Shaikh, Managing Director Metelco.
“C3’s Network Messaging platform and Fusion Contact Centre fit perfectly with the current Metelco product offering and we see a number of opportunities ahead as we promote these solutions to our current database of customers.”
John Wood, sales and marketing director of C3 added: “We are delighted to be working with such an experienced distributor that shares our enthusiasm for C3’s powerful and highly effective solutions.”
Sundial Telecom is utilising C3’s technology and PCI experience to provide a PCI Compliant managed service solution, initially targeted towards the live psychic and adult markets but applicable to many main stream market sectors.
The two Cambridge-based companies are combining their knowledge and expertise to develop the service, which will provide businesses with a complete PCI Compliant managed service solution.
Sundial Telecom is developing the service in C3’s Fusion software; an intuitive IVR toolkit that provides huge flexibility in creating and deploying new IVR services as well as the ability to quickly implement any changes to an existing service.
The service will enhance the caller’s ‘user experience’, managing the entire process, from call distribution to secure payment, via web, telephony or SMS. A carousel of client and overflow agents will be available for peak call times, and their bios and availability can be automatically updated on the client’s website via the service API.
Callers will have the option of paying for the service via a number of PCI Compliant avenues, including pre-paid web vouchers, special occasion purchases, or – for regular callers – card-on-file rebilling capability.
“Sundial Telecom is known for its experience in developing this type of hosted telecoms services and, by working with C3’s Fusion, we can develop these solutions faster and offer customers an incredible level of flexibility that other service providers would struggle to match,” said Shane Carter, owner Sundial Telecom.
John Wood, C3’s sales and marketing director added: “We are offering businesses much more rounded flexibility in developing their call services, as well as enabling them to provide secure payment solutions for all mobile and web applications that their customers can have confidence in.”
John and Shane will be discussing this joint venture at World Telemedia, in Marbella, next month (17-19 October).
If you would like more information, please contact Shane Carter on 01223 200000.