Intelligent Call Center Management
C3 provides comprehensive call center communications with integrated management applications.
Thinking Phone Networks’ C3 platform unifies customer communications and management on a common platform which provides businesses with all the tools they need to run enterprise class call centers. Call center management solutions delivered via the C3 platform give companies the ability to:
- Consolidate and extend call center services across multiple locations. C3 removes the artificial geographic boundaries imposed by traditional technology. C3 allows you to gain efficiencies by centralizing call center services that serve multiple offices, locations, or geographies. Additionally, C3 also allows businesses the ability to extend call center agent participation out to remote agents and even work-at-home agents enabling geographic redundancy and alternate business models.
- Improve customer satisfaction by enabling multiple communications paths and providing intelligent communication routing. C3 incorporates voice, IM, email, and web based interactions on a common platform which means you can offer multiple ways for your customers to reach you. Customer communications are intelligently routed based on auto-attendant logic, ACD functionality, integrated presence information, agent skills, and availability which makes sure customers are always reaching the right agents.
- Increase agent efficiency with integrated trouble ticketing functionality. C3 includes an enterprise class trouble ticketing system which is integrated with the communication platform components. This trouble ticketing system issues ticket ids to each unique customer request, and tracks tickets through defined states ultimately to resolution.As inbound communications are delivered, screen pops automatically pull relevant customer information improve response time. Customer communications on any given issue are automatically incorporated into the ticket reducing manual effort.
- Improve management decisions by combining communications and support data in a common business intelligence environment. Integrated reporting and analytics functions available in the C3 platform allow managers to get complete visibility into support activity, customer communications, account status, agent workload, agent effectiveness, and more. Data is aggregated and summarized into key performance indicators (KPIs) which are used to make business decisions.
- Customize and integrate with other systems using a built-in tools, web services APIs, client side event hooks, and ETL data integration. A rich set of options allows you to integrate C3 with existing applications to streamline operational processes that span multiple systems.
The following products are part of the intelligent call center management solution built on the C3 platform:
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C3Connect | |
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C3Voice | |
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C3Messaging | |
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C3Communicator | |
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C3Call Center | |
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C3CRM | |
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C3Support | |
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C3Analytics |
Learn more about how our customers have used C3 to intelligently manage their call centers.
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Century 21 - Customer Case Study |
Thinking Phone Networks offers free assessment and benchmarking services to help analyze and clarify your unique requirements, and layout an implementation plan that makes sense for your business. If you are interested in a free assessment or for more information about intelligent call center management, please contact sales@thinkingphones.com.