November 19, 2012
UK's C3 Launches New Version of Fusion IVR that Includes Virtual Call Center Feature
By Tracey E. Schelmetic
IVR company C3’s (News - Alert) flagship call handling platform, Fusion IVR, has just received a new upgrade, the company said. The new version sees an addition of a call center application that can transform the most basic IVR service into a fully-functioning call center, simply by dragging and dropping the node set to the relevant point in the script.
The feature will allow for a “call center anywhere” functionality that allows agents to log into the Fusion call center from anywhere in the world, via a Web or telephony interface, and view live call statistics on Fusion’s Queue Monitor. Agents can see in real-time the number of calls connected, average wait time, total calls queued, maximum queue length, times queue full and queue exits.
Overall, the new release builds on the flexibility of development that Fusion is established for, with its granular functionality and simple “drag and drop” deployment improving time to market for new IVR services, said the company. The system’s granular functionality makes it easy to set up new IVR services, but it also gives organizations complete control and flexibility in ongoing service development and management.
The company said in a release statement that a new “custom event” node also allows users to dig into specific links in the call flow – simply linking it to the element of a specific call gives managers access to all associated post-call statistics. Fusion also provides system usage reports and, depending on the parameters users set, will trigger alerts that will allow call center management to remain proactive.
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Edited by Brooke Neuman