Contact Centre Featured Article

February 14, 2013

C-3 Helps Contact Centers with Newest Communication Platform Fusion Contact


C-3 has announced the launch of Fusion Contact, a united communications platform designed for operating multichannel contact centers.

The new Fusion solution integrates e-mail, social media, voice and short message service. It provides monitoring, queuing and routing, as well as reporting through an agent’s Web interface.

The new system in place will give businesses total control over managing their communication. Regardless of how customers choose to make contact, businesses that have the Fusion Contact will be able to respond to them analytically.

John Woods, sales and marketing director of C-3, stated, "The challenge for business is in offering consistent customer service across all these channels. That's hard to achieve in larger organizations where disparate strands of communication are easily missed, and customers are subsequently lost.”

“Organizations want to take a more systematic approach to handling these streams to ensure that every enquiry is automatically assigned to an agent and managed through to resolution,” he added.

The new queuing system will now guarantee a coherent customer experience on one Web interface for agents.

According to C-3, the Fusion will assimilate with outside parties’ Customer Relationship Management (CRM) platforms, or companies with the option of obtaining the Fusion Contact with their own CRM system.

From small to large organizations across all kinds of industry sectors, C-3 provides numerous applications and platforms. For over the last 20 years, the developer has helped businesses modernize their communication processes, and in doing so has become the leading supplier of multimedia platforms for massive calls that come through all centers, as well as interactive media.  

C-3 has installed telecommunication technology in over 25 countries, and some of its clientele through the years includes BT, Oxygen and Vodafone (News - Alert)

Recently, the company received a grade A 94 percent customer satisfaction rating from researchers at BenchmarkQ.




Edited by Braden Becker


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