Enterprise Communications Featured Article

With more enterprises and their contact centers jumping on the cloud bandwagon, 3CLogic (News - Alert) announced updates for its inbound, outbound and blended cloud-based contact center solutions. This week the company released 3CLogic 5.0, which includes updates to its Athena Reporting framework, Iris scripting engine and additional product upgrades.

“Our ongoing mission is to allow contact center executives to focus on what matters—their business,” said Robert Killory, chief customer officer of 3CLogic.

3CLogic’s Athena Reporting framework is designed to provide intelligent reporting analytics. The upgraded version includes the ability to create customizable reports using call data and other business relevant inputs. According to the company, reports can be viewed across customer service representatives, projects and call centers, all defined within multiple dimensions.

The updated Iris scripting engine enables contact center supervisors to create and edit scripts in real time, allowing them to quickly update their agents about any changes to company initiatives or needs, without impacting the work flow within their call centers. According to the company, the feature is user-friendly and does not require any programming background or knowledge of scripting languages.

“With these new features and enhancements, 3CLogic changes the current passive reporting functions with customizable tools and real-time scripts allowing contact centers to analyze and adapt,” Killory said. “The Athena Reporting framework and Iris Scripting engine are a reflection of our continued commitment to providing our clients with the tools they need to successfully focus on their business.”

3CLogic’s 5.0 software release also reportedly includes updated dashboards with new fields to provide illustrative overviews of the trends and metrics within the call center, agent and project, tied directly to data within the Athena Reporting framework.

Another feature is updated call conferencing and transfer functionalities that permit customer service representatives to add and remove participants at will. Additionally, enhanced incoming call messaging features enables agents to preview relevant and essential incoming caller information in a separate pop-up, without affecting their current project/screen.