Contact Center Solutions Featured Article

UK's C3 Launches New Version of Fusion IVR that Includes Virtual Call Center Feature

November 19, 2012

IVR company C3’s (News - Alert) flagship call handling platform, Fusion IVR, has just received a new upgrade, the company said. The new version sees an addition of a call center application that can transform the most basic IVR service into a fully-functioning call center, simply by dragging and dropping the node set to the relevant point in the script.

The feature will allow for a “call center anywhere” functionality that allows agents to log into the Fusion call center from anywhere in the world, via a Web or telephony interface, and view live call statistics on Fusion’s Queue Monitor. Agents can see in real-time the number of calls connected, average wait time, total calls queued, maximum queue length, times queue full and queue exits.

Overall, the new release builds on the flexibility of development that Fusion is established for, with its granular functionality and simple “drag and drop” deployment improving time to market for new IVR services, said the company. The system’s granular functionality makes it easy to set up new IVR services, but it also gives organizations complete control and flexibility in ongoing service development and management.

The company said in a release statement that a new “custom event” node also allows users to dig into specific links in the call flow – simply linking it to the element of a specific call gives managers access to all associated post-call statistics. Fusion also provides system usage reports and, depending on the parameters users set, will trigger alerts that will allow call center management to remain proactive.  

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!