3CLogic has integrated its cloud-based contact center solution with Zendesk cloud-based customer service platform. The combination of the two cloud-based services and technologies will ease and enhance communications between 3CLogic and its customers. The integration will also improve its customer’s business processes in the contact center space while enhancing customer experiences.
As a true cloud software solution, 3CLogic is hosted on Amazon Web Services (AWS). It provides its customers with a complete contact center solution by combining its suite of inbound, outbound, and blended contact center offerings with Zendesk’s extensive customer service tools.
The combined solutions will empower businesses by offering a 360-degree view of all interactions across voice, E-mail, chat, and social media. The integration is also expected to help organizations in increasing customer retention, first call resolutions, and in creating life-time value for each customer.
The automatic customer profile “Pops” enables the automatic display of all information pertaining to a client during inbound or outbound interactions. Agents will get access to a complete history of previous service requests made by the customer and the outcomes, which will enable them to serve the customer better.
The ticket “Pop” feature will automatically create a new support ticket for customers who are contacting the customer contact center for the first time. The customer search tool helps agents to quickly search for a customer’s service request and status within the 3CLogic interface. This eliminates the need to navigate and look through multiple user-interfaces and various application windows.
Recently, 3CLogic announced a technology integration with Lime Light CRM, a provider of continuity based processing and campaign management. The new partnership will provide marketing organizations of all sizes a complete suite of cloud-based inbound, outbound, and blended call center features while streamlining their entire campaign and order management processes with Lime Light’s powerful CRM platform.
3CLogic provides seamless integration with other cloud-based solutions, such as CRM and WFM along with optimum security, scalability, and reliability. In addition to contact center features like multichannel communication, IVR, ACD and predictive dialer, 3CLogic also provides a reporting framework with business analytics and real-time scripting engine.