Call centers have evolved tremendously in the last few years. Many technological developments have been made to cater to the needs of the call center business.
3CLogic (News - Alert) is one such company offering complete suite of inbound, outbound, and blended cloud-based contact center solutions based on an innovative distributed approach (Virtual Telephony Application Grid or V-TAG) that removes the need for legacy server-centric architecture.
To further improve the business processes for customers in the contact center space, 3CLogic has recently integrated its cloud-based contact center solution with Zendesk cloud-based customer service platform.
This new partnership is expected to ease and enhance communications between 3CLogic and its customers, while offering a 360-degree view of all interactions across voice, E-mail, chat, and social media. The integration is also giving a boost to organizations in increasing customer retention, first call resolutions, and in creating life-time value for each customer.
“We are incredibly excited to integrate our cloud based contact center solution with Zendesk’s software,” said Raj Sharma (News - Alert), president and CEO of 3CLogic. “The combination of these two cloud-based services and technologies will not only ease, but also enhance our clients’ communications with their customers and provide for a stronger and more powerful solution.”
3CLogic customers have been enjoying continuous 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.
Now with the Zendesk integration, 3CLogic is able to offer variety of utilities along with its solution to its customers such as: the automatic customer profile “Pops” feature that enables the automatic display of all information pertaining to a client during inbound or outbound interactions.
Also, 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 customer search tool is yet another feature that 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.
Edited by Alisen Downey