Cable & Wireless Communications is a leading international telecommunications company with customers in over 38 countries, including the Channel Islands, where it delivers mobile, broadband, fixed line, data centre and enterprise solutions to a diverse customer base of consumer and corporate clients.
For more than 130 years, Cable & Wireless has constantly reinvented itself to embrace the latest technological advances, and has maintained investment in its service culture – always striving for excellence by listening to its customers’ needs.
It was with this commitment to customer service in mind that Cable & Wireless went out to tender in 2010 for an enhanced messaging solution that would bring next generation messaging services to subscribers across the Channel Islands and Isle of Man.
Following a competitive bid process, the company chose C3’s Network Messaging Platform.
C3’s carrier grade messaging platform, which supports SIP and TDM connectivity to mobile and fixed line users, has enabled Cable & Wireless to roll out a broad range of highly personalised messaging services to its subscribers across the Channel Islands and Isle of Man. Customers now manage both their home and mobile voicemail through one single inbox, through an interface that can be accessed via any web enabled PC, mobile or landline.
The platform also enables customers to ‘personalise’ their voicemail with enhanced features such as time-specific personal greetings; CLI-based personal greetings; multiple phone numbers per mailbox and alarm call management. This ability to personalise and manage messaging services inevitably leads to better uptake of the system, higher customer usage figures and a reduction in churn. In the five months since Cable & Wireless installed C3 network messaging, the company has seen voicemail usage figures increase by 50%.
C3’s Network Messaging platform is capable of processing hundreds of messaging applications simultaneously, whilst streamlining the administration function by automatically configuring mailboxes on a first use basis. The vast portfolio of applications supported by the platform future-proofs the company’s investment, whilst providing the ability to generate new revenue streams through additional services, such as own-brand speaking clock. Since moving the speaking clock service from BT onto its network messaging platform, Cable & Wireless has seen revenue from this service increase by 70% – at absolutely no extra cost to its customer base.
“We are pleased to be working with C3, whose technology not only allows us to develop new revenue generating opportunities within our message management service but also harness efficiency savings right across board,” said Andy Bridson, Chief Commercial Officer, Cable & Wireless Communications Channel Islands and Isle of Man.
“We have been very impressed with the C3 platform, as well as the ongoing technical support from the team who are incredibly responsive to our requirements.”
John Wood, Director of Sales & Marketing, C3, added: “Our broad application portfolio and ability to provide better ROI for new customers such as Cable & Wireless Communications has meant that after 20 years C3 has come of age.”