As the largest provider of services within its respective industry, with over 2,500 employees, the company evaluated a number of vendors as it sought to consolidate both its on-premise legacy platform and existing cloud call center solution. The company’s initial decision to select and implement 3CLogic can largely be attributed to the platform’s ease of use and integration versatility. “3CLogic’s feature set met our business model and workflows out of the box with minor need for customizations,” states the company’s Call Center Manager.
Primarily in need of improved lead management and contact rates, which to-date had been performed manually, 3CLogic was chosen for its ability to offer multiple dial modes (preview, progressive, and predictive) as well as for its user-friendly agent interface and queue management capabilities. In addition, 3CLogic was able to integrate with the company’s homegrown CRM system which other vendors were unable to offer without significant customization and cost. As a result, automated lead management and list re-queuing was made simple while re-filtering of lists was also made available in real-time without interrupting call flows or agents.
In addition to improving the company’s agent efficiency and productivity, 3CLogic made available its advanced business analytics and reporting platform to provide real-time insights into day-to-day operations. “The data analytics and reporting functionality has been great,” explains the VP of Call Center Operations. “The customer service has been outstanding as well.”
About 3CLogic
3CLogic is a leading provider of cloud call center software, offering a seamlessly integrated multichannel and Computer Telephony Integrations (CTI) platform for today’s enterprise businesses. Designed to complement existing operational workflows and/or on-premise legacy systems, 3CLogic provides a unified 360-degree view to optimize and analyze client interactions for either sales, customer support, or call center organizations. Built on a unique architecture hosted on Amazon Web Services (AWS), 3CLogic provides both a pure or hybrid cloud solution while delivering market-leading security, scalability, system flexibility, and reliability. For more information, please visit http://www.3clogic.com or blog.3clogic.com.
Written by Kathy Ruxton
Kathy Ruxton is the Marketing Manager at 3CLogic with over ten years of experience in multichannel marketing. In her role, she routinely shares best practices regarding how to streamline business communications and enhance the customer experience through innovative technologies and processes.
