9th May 2001. C3, Europe’s leading supplier of interactive voice technology solutions, has invested in new help desk software from Royal Blue as part of an on-going programme to enhance its Customer Support operation.
Following its customisation to C3’s requirements, the new help desk system has now gone live.
The Royal Blue software has enabled C3 to more efficiently process and track faults reported by customers who have Premier and Premier Plus support contracts. Persistent faults can now, for example, be automatically escalated to senior C3 managers. Other benefits of this new software include:
· Automatic system notification
· Assignment of reported faults to specific engineers
· Instant information relating to customer sites
· Automatic reminding facility
The software also flexibly reports on fault progress, generating reports that can be e-mailed or faxed instantly to customers.
C3 examined a number of help desk packages before selecting Royal Blue.
“It fitted our needs extremely well” said Tina Vear, Operations Manager at C3.
“The product is very flexible and easy to customise, while Royal Blue’s support teams and consultants were very helpful and responsive. It has already had a positive impact on our Support Operations”.
C3 is Europe’s leading supplier of NT-based converged communications platforms for call handling and e-business applications. The company has installed over 150,000 lines of computer telephony technology worldwide for calling card, IVR, Audiotex, Automated Attendant and Voicemail since 1990. C3 is based in Cambridge, UK.
For enquiries, please call:
Susan Hunt, C3, Tel: +44 (0) 1223 427700, Fax: +44 (0) 1223 427711
Michael Gray/ Adrienne Routledge, Gray Associates Ltd. Tel: +44 (0)20 8744 9168 Fax: +44 (0)20 8744 9169, email: email@example.com
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