ROCKVILLE, MD – March 14, 2014 – 3CLogic, delivering next generation inbound, outbound and blended cloud-based contact center solutions, today announced it has scored top marks in 10 customer satisfaction categories in DMG Consulting LLC’s annual 2013-2014 Cloud-Based Contact Center Infrastructure Market Report.
Among the categories highlighted in the DMG Consulting customer survey, 3CLogic led in security, and tied for first in reliability and scalability, ease of integration with third party providers, system flexibility, ability to improve agent productivity, ability to improve supervisor efficiency, and ability to improve customer experience. 3CLogic also ranked in the top three in overall product features and functionality, agent interface, multi-channel capabilities, and historical reporting.
In what was previously a mature market, contact centers are seeing a huge shift as companies begin to realize the benefits of moving to the cloud, while adopting the increasingly popular SaaS subscription model. “Based on the strong growth rate of cloud-based contact center infrastructure solutions, it is clear that companies of all sizes are adopting these solutions. This is a trend that is expected to continue for the foreseeable future,” says Donna Fluss, president, DMG Consulting LLC.
With today’s increasing emphasis on customer service as a key differentiator between competitors, new life is being breathed into contact centers, which are aptly being re-named “Relationship Centers.” As such, the emergence of cloud-based contact centers has provided companies with the flexibility they require to meet the changing demands of their customer base without sacrificing quality or security. “DMG estimates there to be approximately 80 cloud-based contact center infrastructure vendors in the market,” adds Raj Sharma, President & CEO of 3CLogic." We are thrilled to have been ranked so highly by our customers in such important categories as reliability, scalability, and security. This simply demonstrates the strength of our offering and how well poised we are to emerge as one of the primary leaders and providers of best-in-class cloud-based contact center solutions.”
Donna Fluss and DMG Consulting LLC have been analyzing the cloud-based contact center ACD market since 2008. DMG’s 2013-2014 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.
About 3CLogic
3CLogic, headquartered in Rockville, MD, offers a full suite of cloud based inbound, outbound and blended customer interaction channels such as voice, chat, and social media, which integrate with existing Customer Relationship Management (CRM) software. This integration provides businesses with a 360-degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic's cloud based Contact Center, companies have more accurate and timely information about their prospect or customer; and, they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information on 3CLogic, visit the web site at http://www.3clogic.com. www.3clogic.com.
