C3/CustomerContactChannels announced the launch of Interactive Web Response, a proprietary self-service customer solution that delivers a contextually relevant experience across online communication channels to drive sales and service for leading brands. These communication channels include FAQ, chat, social media outlets (i.e. blogs, forums, and social networks), email, and direct speech.
Using the latest technology in multi-modal collection and analytics, Interactive Web Response (IWR) combines relevant customer and historical session data to deliver a consistent and seamless brand experience. This helps C3 clients gain greater efficiency in managing customer contacts via their website without sacrificing quality. The solution is administered using a proactive online avatar, Ana, which understands and processes valuable information about the customer.
The online avatar simulates the experience of an interaction with a live agent, knowing when to engage the consumer, and how to communicate with them once the dialogue begins. The customer, in turn, can choose to communicate with the avatar using whichever communication channel they are most comfortable. For example, a customer may choose to communicate with the avatar using a self-service mode similar to searching a knowledgebase or online FAQ, or may choose to engage via email, chat, directly online through direct speech, or even in a social media setting.
"The C3 team continues to lead the industry with innovative, forward-thinking solutions that are meaningful to our clients and their brand objectives," commented Rick Ferry, president and chief operating officer of C3. "Our Interactive Web Response solution is a logical evolution of web services that transcends both traditional and non-traditional communication channels and focuses squarely on service and sales optimisation."
Under the powerful Interactive Web Response engine, C3 offers proactive engagement solutions for online customer service, technical support, as well as, sales up-sell and cross-sell support for its clients across a variety of industries. Once engaged with the consumer, the avatar experience simulates that of a live agent. If the interaction becomes complicated, the system can opt-out to engage a live agent behind the scenes, with the avatar still serving as the communication conduit with the customer, providing a seamless transition for the consumer. The IWR platform will support any web enabled device, including desktops, laptops, tablets and cellular phones.
"As pioneers in this industry, it is critical that we continue to challenge ourselves and the team to stay ahead of the curve when it comes to complete customer interaction management, "added David Epstein, chairman and chief executive officer of C3. "Interactive Web Response combines technical innovation with years of customer management experience making it a transformational tool for both customers and clients alike."
Interactive Web Response was developed by C3 Labs, a segment of C3 responsible for creating, incubating, and beta-testing new and innovative technologies and solutions. The primary goal of C3 Labs is to drive service and sales performance objectives, as well as incubate concepts that can potentially drive efficiency and performance optimisation across every aspect of service delivery.
C3 is uniquely positioned to deliver value for its clients in a global operating environment built upon proven operational best practices and a veteran leadership team.
