Call Center Management Featured Article
3CLogic Announces New Cloud Contact Center Product for Microsoft Dynamics
Microsoft (News - Alert) Dynamics is a line of enterprise resource planning and customer relationship management software applications. The platform is comprised of six separate products: Microsoft Dynamics AX, GP, NAV and SL are enterprise resource planning (ERP) solutions; Microsoft Dynamics CRM is Microsoft’s customer relationship management offering; Microsoft Dynamics RMS (short for retail management system) is Microsoft’s retail business software offering.
Recently, 3CLogic (News - Alert) announced a new offering for Microsoft Dynamics: a solution designed to empower enterprise organizations to easily manage customer or sales engagements, while extending their investment in Microsoft Dynamics CRM – all from one unified agent and administrative platform. Users can manage all customer information and communication from a single streamlined platform, removing inefficient toggling between separate systems and screens, which wastes time and leads to errors in the contact center.
The new solution is expected to help improve the collaboration between departments, create intelligent customer journeys, enhance the performance of customer service and sales teams and optimize actionable insights with real-time data. It does this through a combination of screen-pops for call center agents, intelligent call routing, automated call logging, flexible auto-dialer options, embedded click-to-call capabilities, real-time reporting and improved integration, according to the company.
“Disconnected systems, cumbersome desktop user interfaces, and too many competing applications remain among the top challenges for agents and enterprises today,” explains Denis Seynhaeve, CEO at 3CLogic. “The seamless integration of voice as a complement to Microsoft Dynamic’s existing digital channels and workflows is the key to providing superior customer experiences. We pioneered the approach with ServiceNow (News - Alert) and look forward to solving the same hurdles for Dynamics users as part of their digital transformation efforts.”
3CLogic’s solution is built on Amazon Web Services (News - Alert) (AWS), and provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Microsoft Dynamics, Salesforce, and SugarCRM. The new Dynamics release will be available to the general public late Summer 2020.
Edited by Maurice Nagle