3CLogic, a leading provider of cloud call center software, today announced the latest release of its award-winning solution in which it unveiled the addition of advanced features and functionality to its Interactive Voice Response (IVR) engine, digital communication channels (email, chat), and more. The updates are designed to offer users greater control and flexibility within the call center and enhance performance insights across all channels, while streamlining back-end business processes to make for a more efficient call center.
“The call center continues to be the frontline to every organization. Be it Sales, Marketing, or Customer Support, call centers are increasingly in need of tools and features that offer the flexibility and convenience to quickly adapt to changes in consumer demand and expectations,” explains Raj Sharma, President and Chief Operations Officer at 3CLogic. “3CLogic’s recent release is designed to put more power and freedom into the hands of the end-user, while still delivering the advanced features and functionality required to run an effective operation. With it, call centers will have the capacity to improve first call resolutions, customer satisfaction, agent retention, and overall performance.”
Among the highlights:
- Intuitive and enhanced drag-and-drop IVR designer for both inbound and outbound calls with advanced graphical interface.
- Ability to trigger multi-action workflows within the IVR designer.
- Dynamic ‘DNC list’ capabilities for enhanced adherence to TCPA regulations from within the IVR.
- Ability to create secure links to on-premise database systems within the IVR.
- Enhanced multichannel (voice, email, chat) reporting and supervisor dashboards.
- Ability to trigger multi-action workflows within intelligent email routing platform.
- Enhanced self-service spam blocking.
Consumers’ growing desire to use multiple channels when interacting with businesses has driven the need for organizations to enhance both the technology and processes powering their client-facing communications. While voice continues to remain the preferred method of contact for many consumers, alternative channels (email, chat, social media, self-service) continue to grow in popularity, highlighting the value a truly multichannel solution.
The recent enhancements are available to all current 3CLogic clients and future prospects, and are available for demonstration upon request: Click here to request a demo.
About 3CLogic
3CLogic offers a complete suite of inbound, outbound, and blended cloud-based contact center solutions based on an innovative distributed approach (Virtual Telephony Application Grid or V-TAG) that eliminates the need for legacy server-centric architecture. Providing companies with a 360-degree view of all their customer interactions, regardless of the channel chosen, 3CLogic’s solutions allow for a timely and accurate means by which to offer first call resolutions. As a true cloud software solution, hosted on AWS, it offers seamless integration with other cloud-based solutions, including CRM and WFM, while providing market-leading security, scalability, and reliability. Finally, in addition to traditional contact center features (i.e. multichannel communication, IVR, ACD, predictive dialer, etc.) 3CLogic provides a powerful reporting framework with business analytics and real-time scripting engine. For more information on 3CLogic, visit the web site at http://www.3clogic.com. www.3clogic.com.
