With release 4.4 of its cloud-based contact center software, 3CLogic’s Virtual Telephony Application Grid (V-TAG) architecture is delivering on its promise of enhanced performance in every facet of call center operations.
“With the most recent release of 3CLogic Cloud Call Center software, we are enhancing the tools that make the lives of call center administrators easier,” says Ramana Reddy, Director Product Management at 3CLogic. “Automation directly impacts call center performance and our customers count on us to deliver performance where it matters.”
Some of the key upgrades in 3CLogic’s 4.4 Software release are:
- Notifications can be sent to the administrator or supervisor when import leads or reports are available. Additionally, administrators or supervisors will be emailed once jobs are completed. Normally, supervisors have to constantly monitor the portal to see if this has been completed, but this new feature gives them a real-time report on the job.
- Call backs can be imported and edited on the portal. This gives administrators the ability to import callbacks from other systems and change the time of the callbacks. Previously, admins had to send the list to the 3CLogic support team, and the team would have to import the leads. Now, both agents and the supervisors can make changes to the callback if it is no longer valid or if they want to reschedule the callback.
- A dynamic configuration feature has been added to the 3CLogic client. Administrators, after making changes to projects, can push the changes to their agents without requiring a restart from agents. The changes to the inbound and outbound projects can happen live without the agents having to worry about logging out. This increases agent productivity and the call center workflow is not inhibited.