Contact Center Solutions Featured Article

3C Connect Takes Legacy to the Cloud

3CLogic revealed its latest product, 3C Connect, which seamlessly integrates legacy or on-premises telephony and CRM systems. This release is to directly addresses businesses desire to mesh legacy services with cloud-based CRM platforms.

Existing telephony systems which can be integrated are Cisco, Avaya, Mitel, etc. while the CRM platforms include Microsoft Dynamics 365, Salesforce, SugarCRM, and ServiceNow.

“We recognize that many organizations want to implement long-term initiatives to migrate from their on-premise telephony systems to cloud-hosted offerings, but lack a clear migration path”, explains 3CLogic’s CTO, Vikas Nehru. “3C Connect delivers immediate benefits of integrating their existing telephony solution with the various systems of record they use without the need to rip and replace the infrastructure already in place, bridging the wide chasm between telephony and CRM systems and providing immediate ROI.”

Features of 3C Connect include:

• Keep existing infrastructure including call flows, IVRs, and queues, saving time and money.
• Measure performance with consolidated reports to monitor effectiveness and make sure business goals are met- reports include Agents Handled Calls, Agent Status Information, and Session History.
• Begin the transition to the cloud while 3CLogic works with businesses.
• Instead of multiple apps and screens, agents have access to a solo, unified experience regardless if they are in-office or working remotely.
• Click-to-Call
• Screen Pops to display all customer information to the agent, enhancing efficiency and the customer experience as well as reducing call handling time.

3C Connect works with the Amazon Web Service (AWS) hosted cloud contact center platform. Offerings include comprehensive call center suite (IVR, ACD, Skills-based routing) used in a hybrid or pure cloud environment.

What’s in your contact center?

Edited by Maurice Nagle