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TouchPoint Migrates its Hosted Contact Center to 3CLogic

By Anuradha Shukla, TMCnet Contributor

TouchPoint is migrating its cloud based contact center to 3CLogic, a specialist in cloud based contact centers hosted on Amazon Web Services (News - Alert) (AWS). 3CLogic was chosen for its reliable services and for its ability to provide TouchPoint’s clients with highly customized reports.

TouchPoint Contact Centers give businesses an alternative to the traditional call center outsourcing companies. The company was searching for a partner with a cloud based service provider that could provide excellent support and comprehensive inbound and outbound contact center capabilities.

All its requirements were effectively addressed by 3CLogic (News - Alert) that quickly became an extension of TouchPoint’s IT team and was able to address the complex reporting and compliance requirements of its clients.

“We are managing contact center projects for some highly visible and well known brands,” said Chris Eisdorfer, president of TouchPoint, in a statement. “We needed a partner who cares as much about our customers as we do. Anything less than 99.99 percent uptime would be unacceptable to these brands. Our Fortune 500 clients also demand highly customized reports.”

3CLogic offers a full suite of cloud based inbound and outbound customer interaction channels such as voice, chat and social media, which integrate with existing Customer Relationship Management (CRM) software.

The company is helping TouchPoint with its reporting tools in both real time and historical formats as these allow it to easily retrieve and track any past interactions for new or repeat customers giving a 360 degree view of all past interactions.

“The reliability and scalability that we are providing TouchPoint is yet another proof point that 3CLogic’s Virtual Telephony Application Grid (V-TAG) is the most efficient way to build cloud based contact centers. Centralized server architectures are just not robust enough to handle the kind of load that contact centers generate,” said Raj Sharma (News - Alert), president and CEO of 3CLogic.

3CLogic was in news earlier this month for signing a partnership agreement with IRT, a company that provides its clients with dedicated, shared and hybrid call center outsourcing solutions.