C3 has launched a converged communication platform designed for businesses operating a multi-channel contact centre.
Fusion Contact is a unique converged platform that integrates voice, email, social media, web and SMS to one powerful agent web interface and provides queuing, routing, monitoring and reporting across these multiple channels.
The multi-channel communication solution gives business complete control over communication management; streamlining potential peaks in activity across these multiple channels enabling them to respond to enquiries systematically, whatever channel customers may choose to contact them.
“The challenge for business is in offering consistent customer service across all these channels. That’s hard to achieve in larger organisations where disparate strands of communication are easily missed, and customers are subsequently lost,” said John Wood, sales and marketing director C3.
“Organisations 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.”
All incoming communication is managed in Fusion Contact’s unified queuing system, allowing agents to handle different types of communication via one web interface, and ensuring a consistent customer experience.
The system is available with C3’s in house CRM system and integrates with all major third party CRM platforms.
Fusion Contact consolidates all customer interaction across all communication streams giving agents access to all CRM information needed to manage each enquiry.