C3Call Center
Overview:
C3Call Center is a C3 platform module designed to help companies manage inbound and outbound callcenters. Built on the C3 platform, it extends C3 with management functions needed to run enterprise callcenter environments. C3 Call Center consists of automated call distribution, IM agent queuing, email integration, agent login / logoff, dynamic and skills based call routing, call queues, call recording, realtime agent and queue status, and historical call, queue, and agent performance reporting.
Benefits:
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Improve customer communications through integrated communications (C3 Voice, C3 IM, C3 Messaging) and customer management applications (C3 CRM, C3 Support) all on the same platform. Customer contact can be centralized across all communications channels and processed by a common set of routing and tracking logic. Agents become more productive through platform integration such as screen pops with customer information, outbound contact automation, and presence based routing. | |
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Remove geographic boundaries via the unique C3 platform architecture. This allows call center agents to be physically located in any office, including a home office. Being location agnostic also allows for built-in disaster recovery as call center operations can survive the loss of any given site. | |
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Unlimited capacity results from the hosted C3 platform. Hundreds of callers can be held in call queues, and only the active calls will tie up available call capacity. C3 is extensible, one agent at a time, without any separate expansion cards or modules that need to be purchased. | |
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Improved management visibility through C3 Analytics which integrates data across all C3 platform modules including C3 Call Center to provide a complete picture of customer communications and agent performance. Ad-hoc reporting, historical trending and advanced analytics (OLAP) allow managers to analyze their data to make business decisions. Realtime management views can be segmented to group leaders to better manage their teams. |
Realtime Agent and Queue Management Console
