C3 will be attending UCISA’s Converged Network and Telephony Services show in January.
The event, which is being held at the Electric Works, in Sheffield, on January 29th, gives attendees the chance to share their experience of the IP migration process. This is an issue that is becoming more pressing as institutional legacy switches reach end of life, and is an area in which C3 has a high level of knowledge and expertise.
This is the first Converged Network and Telephony Service event from UCISA. The show will be welcomed by those working in higher education telecoms, particularly as the AUA Communications in HE was cancelled earlier this year.
“We are really looking forward to exhibiting at the UCISA show in January,” said John Wood, Sales and Marketing Director. “It will give us a chance to catch up with our existing customers, as well as speak to others who are considering their options for IP migration.”
This event is aimed at management and staff responsible for providing network and telephony services. Click here for more information about the show.
The Forrester Research report ‘Ending the multichannel frustration’ demonstrates how increasingly complex it has become to provide customer service.
According to the report, only 39% of companies earned an “excellent” or “good” customer experience index rating, whilst almost two thirds of brands were rated as delivering an “ok” to “very poor” customer experience.
The report outlines three key areas where customer service departments are struggling:
These issues stem from the lack of integration between communication channels, both technically and functionally. This might have been acceptable five years ago. But we live in a multichannel age where we expect to email, call and Tweet an organisation, and for them to have a common-thread view of all those interactions.
Without an integrated contact centre solution agents are unable to track customer enquiries across channels, which is frustrating for them and the customer.
Contact is our multichannel contact centre. This browser-based solution gives organisations the ability to stream all their enquiries into one unified interface. We also support outbound campaigns across the various channels, for a complete “360 degree” view of your communications, and PCI Compliant billing across channels.
Speech recognition is now available as a comprehensive node in C3’s Fusion IVR Software.
The speech recognition node builds on the flexibility and ease of use that Fusion is established for, with its simple ‘drag & drop’ deployment and granular functionality making it incredibly simple to set up and manage reliable speech recognition navigation and directory look up within IVR services.
Customers wishing to use speech recognition functionality within their IVR services simply drag and drop the node to the relevant point in their Fusion script, from where vocabulary parameters are easily set up and managed dynamically. The speech recognition node can also pick up data held as a remote text file.
Fusion’s Speech Recognition registers 99% accuracy against a 10,000 strong directory. The solution automatically checks for ambiguity in a situation where there may be multiple word options that sound similar – ‘Did you say David Bell or David Fell?’ – ensuring accurate call transfer.
Since its release last year, C3’s IVR development tool, Fusion, has proved its credentials at a number of corporate site.
This powerful platform has helped numerous businesses significantly cut the development time/cost typically associated with creating new IVR services, allowing much more scope for development. Sundial Telecom, Manx Telecom and Oxford University are just some of the organisations seeing the benefits of Fusion.
Find out how your business can save time and money with C3’s Fusion IVR Software. Get in touch now to arrange a demo.