C3 Labs Leverages Technology to Improve Customer Service Experiences
LAS VEGAS, NV / ACCESSWIRE / October 23, 2017 / C3/CustomerContactChannels, one of the most innovative and forward-thinking business process outsourcing companies (BPO) in the U.S., has launched a new division to test and perfect technologies designed to enhance the customer service experience. The C3 Lab is powered by Incedo technologies.
C3 Labs, unveiled during a client summit in Las Vegas on October 12, is currently focused on three key developments: chatbots that behave like coaches, Robotic Process Automation (RPA), and C3i, the company's analytics platform.
"We are going to take the technologies that are readily available in our industry and find ways to better utilize and adapt them to make the customer experience the best it can possibly be," said Sudhir Agarwal, chief experience leader at C3/CustomerContactChannels. "The C3 Lab is just one of many initiatives underway across C3 to deliver on our promise to make FANS out of our clients' customers."
C3 partnered with Incedo, a San Francisco Bay-area tech company that specializes in customer management solutions, to design and engineer the lab.
"We relish the idea of working with a company like C3 that is committed to exploring new tech applications to disrupt old ways of thinking and deliver innovative experiences for their clients' customers," said Ashish Choudhary, co-founder and president of Incedo. "We are excited to see big results come from our collaboration."
The areas of exploration for C3 Labs will focus on chatbots, robotic process automation, machine learning, artificial intelligence/cognitive tech, and business analytics.
A chatbot is a computer program that can hold virtual conversations with human beings. In its most common cases, it can solve a customer's issue without having that person talk with a live agent. C3 will utilize the chatbot to serve as a quality coach and impact real-time experiences. RPA allows customer services to automate certain clerical tasks, which, in turn, lets them spend time on more productive work.
"We have been using the lab to incubate and test these various technologies and see if we can improve upon them," Agarwal said. "One area that has made tremendous strides is business analytics, which delivers summarized and in-depth reporting all the way through to the Experience Champion level of our organization."
Through C3i, the company has the capability to collect, organize, and save all data from relevant customer interactions and opinions. It then provides a real-time, 360-degree view presented in an accessible and understandable format that allows clients to mine for insights and make effective business decisions on the voice of their customers. "We then provide meaning behind the metrics, in real time," added Agarwal.
The C3 Lab is currently based in Las Vegas, where the company operates a customer contact center. Additional expansion labs are planned to roll out in Asia in 2018. A preview of the C3 Lab can be found HERE or on our YouTube channel. Photos from the event are available at this dropbox link: https://www.dropbox.com/sh/fbuo2kuoahtspbz/AADJ-j-4lYT7sJFzAeqB0KUja?dl=0.
C3 manages customer relationships for Fortune 500 companies in the healthcare, financial services, telecommunications, energy and utilities, media, travel, retail, logistics, hospitality, and government services industries. The company has 8,000 employees working in contact centers throughout the United States, Philippines, and Latin America.
About C3
C3 provides a full range of customer contact management services for corporate clients in healthcare, financial services, telecommunications, energy and utilities, media, travel, retail, logistics, hospitality, and government services industries from both U.S. and international locations. C3 provides multi-lingual support to clients and has eight operating centers across the U.S., the Philippines, and Latin America, with over 8,000 employees. With every client, customer, and employee experience, C3 maintains one simple goal: "We'll make a fan out of you." C3's US headquarters is in Plantation, Florida. Visit www.c3connect.com.
About Incedo
Incedo is a Bay Area headquartered, technology consulting and services firm focused on data analytics and emerging technologies. Incedo works with clients across the financial services, life science and communication engineering sectors to generate measurable success and smarter solutions through the adoption of new technologies. The company brings engineering talent, diverse skills and innovation to transform businesses and deliver results to clients. Incedo was founded in 2011 and has over 1,500 employees across North America and three delivery centers in India.
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SOURCE: C3/CustomerContactChannels
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