For results of an extensive audit of calls made to the Norwich Union Healthcare 24 Hour GP Helpline - a service operated by InfoGenie - please click here http://infogenie.de/neu_uk/index.htm and look under ‘Press Office’ -
InfoGenie, one of Europe's largest suppliers of high level information services, has bought communications technology from C3 in order to extend its range of virtual contact centre services. This brings its total investment in C3 virtual contact centre systems to over 120 lines.
Today, Infogenie has over 220 consultants from vets to games experts, doctors, solicitors and tax consultants based in the UK - with a further 345 consultants based in other European countries. Infogenie’s services are accessed by dialling designated phone lines that operate across a range of telephone tariffs from freephone to local, national and premium rate tariffs. InfoGenie runs both its own managed services and services for corporate customers. All calls are answered on fixed line phones.
The technology used by Infogenie to control and manage its voice and data services (i.e. to notify consultants of shifts, log them on and off, and provide access to the InfoGenie knowledge database) is largely supplied by Cambridge-based C3. The company’s virtual contact centre systems are based on C3’s Apcentia platform, a flexible multi application communications platform.
“The performance of C3’s systems and the support it has given us over the years has been excellent” states Tom Casey, UK Operations Director InfoGenie UK. “We’re delighted to announce this new investment in C3 technology to support a growing demand for our services”.
From a consultants’ perspective, the InfoGenie service has proven popular with consultants as diverse in their backgrounds as mothers with small children that miss the workplace, to semi-retired doctors and the disabled.
When recruiting consultants, InfoGenie looks for a minimum commitment of 4x4 hour shifts per month and will assess each candidate on their skill sets and at the cost of getting them onto the InfoGenie network. If they live in rural areas, for example, where it's impossible to get an ADSL connection, InfoGenie may calculate that, for the hours they are committing to, it's worth putting them on a more expensive satellite connection.
C3 is a leading European supplier of Windows-based communications platforms. The company has installed over 250,000 lines of open communications technology worldwide since 1990. C3 is based in St Johns Innovation Centre, Cambridge. For more information, visit the company's Web site at
C3's Apcentia is a scaleable Windows-based communications platform designed for network operators, service providers, large-scale enterprise and public sector usage. It is scaleable to tens of thousands of lines and supports: IVR services; pre-paid services; Voice, fax and email messaging; Call switching and queuing; contact centre applications; auto attendant applications; and Internet services. It is widely used internationally by operators of calling card services, IVR services and value added network services.
For enquiries, please call:
Susan Hunt, C3, Tel: +44 (0) 1223 427700 email: firstname.lastname@example.org
Michael Gray, Gray Associates Ltd. Tel: +44 (0)20 8744 9168 email: email@example.com
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