Enterprise Communications

Hosted IP PBX

C3 Voice is a hosted PBX, which delivers your business phone system as a service over a data network as opposed to an expensive and error prone piece of equipment physically located in your office. All of the functionality (auto-attendant, extensions, voice mail, etc.) is hosted and managed by Thinking Phone Networks. The only components deployed to your site are IP handsets and supporting network infrastructure.

C3 Voice uses Voice over Internet Protocol (VoIP) to route your phone calls over a data network as opposed to the traditional public switched telephone network (PSTN). Similar to data traffic, such as web or email traffic, VoIP allows Thinking Phone Networks to offer centrally hosted PBX services, and to integrate voice into other C3 applications.

All C3Voice end users get a comprehensive set of advanced features:

Polycom IP handset Polycom handsets feature backlit LCD screens, context aware visual menus, configurable line appearances, mwi, high quality full-duplex speakerphones, micro browser support, PoE support, and more. Handsets are available with anywhere from 2 to 48 lines.   Direct Inward Dialing (DID) Numbers Port over your existing numbers or assign numbers from a block of DIDs to each end-user. DIDs are available throughout North America and in many international locations.   Caller-id Supports inbound and outbound callerid name and number, callerid masking, and more.   Simultaneous ring Any extension can be configured to simultaneously ring at any number of locations. Many users choose for their DID to ring their desk and cell phone simultaneously.   Ring groups Any group of handsets can be mapped to a given extension, DID, or auto-attendant option. This is useful for handling inbound calls for environments that don’t require full call center functionality.   4 digit dialing Every C3 Voice user gets a company wide unique 4 digit extension. Internal 4-digit calling is free and works for any C3 Voice enabled user.   Global call transfer Transfer to any internal or external number. Transfers work across any locations deployed with C3 Voice.   Saved call lists and re-dial Call lists on the handset make it easy for users to see call activity, recall numbers and get back in touch with customers.   Find-me / Follow-me Inbound calls can be configured to try multiple locations and devices to locate a particular end user.   Music on hold Present a professional image to your customers with a commercial loop, or music on hold (several music options available)   Handset and dial-by-name directory Lists out all of your VCX Enterprise users by name accessible both from the handset and from your auto-attendant.   3-way conferencing Ad-hoc conferencing allows end users to create conferences on the fly directly from their handsets.   Do not disturb Automatically forward calls to your voicemail when you are in meeting.   Call forwarding Users can forward their DID to their cell phone or other destination from the handset, from an outside telephone, or from the web.   Voicemail to email get notification of new voicemail in your email inbox including a copy of the voicemail message.   Out of service re-direct In the unfortunate event that a given location suffers power or internet connectivity failure, C3 can be programmed to automatically send calls to a backup, out of service destination without the need for manual intervention.   Web based configuration End users and customer administrators can login to a secure web portal to manage their C3 Voice services and configuration including everything from call forward settings and voicemail, to end user extension assignments and user activation / de-activation.

CRM & SFA

C3CRM provides a complete customer relationship management system capable of delivering sales force automation across the enterprise. When combined with C3Voice, Thinking Phone Networks' industry-leading telephony platform, the application can significantly enhance sales force productivity and provide sales management with unprecedented visibility into team activity. This is possible as a result of the Coherent Customer Communications architecture underlying all services delivered within the C3 Suite. Communications visibility across the enterprise is realized through the unique combination of telephony and business applications offered by Thinking Phone Networks.

• Sales Process Automation: forecast generation, stage tracking, opportunity management
• Lead Management: assignment, tracking, routing
• Marketing Automation: web- and email-based campaigns, template-based content generation, effectiveness assessment
• Telephony Integraton: click-to-call, inbound call automation (record creation, contact search, account retrieval, etc.).

Call Center

C3Call Center is a C3 platform module designed to help companies manage inbound and outbound callcenters. Built on the C3 platform, it extends C3 with management functions needed to run enterprise callcenter environments. C3 Call Center consists of automated call distribution, IM agent queuing, email integration, agent login / logoff, dynamic and skills based call routing, call queues, call recording, realtime agent and queue status, and historical call, queue, and agent performance reporting.

Click here to view features Improve customer communications through integrated communications (C3 Voice, C3 IM, C3 Messaging) and customer management applications (C3 CRM, C3 Support) all on the same platform. Customer contact can be centralized across all communications channels and processed by a common set of routing and tracking logic. Agents become more productive through platform integration such as screen pops with customer information, outbound contact automation, and presence based routing. Remove geographic boundaries via the unique C3 platform architecture. This allows call center agents to be physically located in any office, including a home office. Being location agnostic also allows for built-in disaster recovery as call center operations can survive the loss of any given site. Unlimited capacity results from the hosted C3 platform. Hundreds of callers can be held in call queues, and only the active calls will tie up available call capacity. C3 is extensible, one agent at a time, without any separate expansion cards or modules that need to be purchased. Improved management visibility through C3 Analytics which integrates data across all C3 platform modules including C3 Call Center to provide a complete picture of customer communications and agent performance. Ad-hoc reporting, historical trending and advanced analytics (OLAP) allow managers to analyze their data to make business decisions. Realtime management views can be segmented to group leaders to better manage their teams.

Mobile

C3Mobile is a Fixed Mobile Convergence (FMC) solution which extends the C3 platform to your mobile workforce. Mobile users can access C3 platform services such as C3Voice, C3Messaging, and C3Communicator directly from their dual-mode mobile handsets. C3Mobile users are treated as extensions off of the C3Voice hosted ip pbx just like any wired handsets. Ideal for the mobile sales force, C3Mobile incorporates mobile phone usage into the C3 platform, allowing for cost reduction, and improved management reporting visibility.

Click here to view features Key users always reachable with one phone number and one voicemail on a single mobile device. Fully integrated with the C3 platform, users can access C3Voice, C3Messaging, and C3Communicator services from dual-mode cellular phone handsets. Customers and partners only ever need to know one number to reach your users. Outbound calls are routed through C3Voice, so outside parties similarly only see one number. Works seamlessly via wifi and 2.5G/3G cellular data networks which gives users a large range of operation. Calls are automatically switched between wifi and cellular networks based on preference, and ongoing quality measurements. All this happens without any intervention from the end user, keeping things simple. Significant cost savings by reducing the number of cellular minutes used per month. Users in wifi connected areas will connect to C3Voice directly over the data network, bypassing all minute based cell phone call charges. When wifi is not available, transparent callback can be enabled to minimize cell charges. Improved management visibility into mobile phone usage creates a complete picture of employee customer communications. C3Mobile allows mobile phone communications to be incorporated into C3Analytics management reporting, which improves the accuracy of sales rep effectiveness reporting and customer communications reporting.