3CLogic, delivering next generation inbound, outbound and blended cloud-based contact center solutions, today announced it has continued to score high marks in 13 customer satisfaction categories in DMG Consulting LLC’s annual 2014-2015 Cloud-Based Contact Center Infrastructure Market Report.
Among the categories highlighted in the DMG Consulting survey, 3CLogic led in:
- System Flexibility
- Outbound Features and Functionality
- Tied for First in Scalability
- Tied for First in Blended (Inbound/Outbound) Capabilities
The company also went on to tie for the top spot for Overall Vendor Satisfaction, ranking:
- First in Professional Services
- First in Service and Support
- Tied for First in Training
- Tied for first in Implementation
3CLogic also ranked in the top three for ease of integration, agent interface, Interactive Voice Response (IVR), platform reliability and dependability, and business continuity/disaster recovery.
As the contact center industry continues to see rapid adoption of cloud-based solutions, the demand for multichannel communications platforms has also been on the rise. In addition to enhanced contact center features and capabilities, including IVR, ACD, Predictive Dialing, etc., businesses are increasingly seeking the ability to unify their various data management systems such as CRM, WFM and Ticketing, to gain a complete view into the needs of their customers and forecast accordingly.
“The future of contact centers is in the cloud,” says Donna Fluss, president of DMG Consulting LLC. “Public and private institutions of all sizes are looking to cloud-based contact center solutions to help them achieve their business goals.”
“To be ranked so highly by our customers for the second-year running is a great feeling,” states Raj Sharma, President & CEO of 3CLogic. “It helps to justify the strength of our solution and confirms our status as one of the leading cloud contact center providers.”
Donna Fluss and DMG Consulting LLC have been analyzing the cloud-based contact center ACD market since 2008. DMG’s 2014-2015 Cloud-Based Contact Center Infrastructure Report, which includes market trends and challenges, detailed functional comparisons, pricing, and company overviews of leading providers can be accessed here.
