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


Related Contact Center Solutions Articles

    Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

    What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
    11/22/2014

    Aspect Software Declares War in Workforce Optimization Market

    We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
    11/21/2014

    Ozonetel Integrates CloudAgent with Zoho CRM

    A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
    11/21/2014

    LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

    As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
    11/21/2014

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert