CLICK TO DOWNLOAD PDFThis guide is intended to assist 3CLogic call center administrators, managers and supervisors
who are responsible for configuring, managing, running and maintaining outbound and inbound
projects. The 3CLogic cloud contact center solution is completely software-based and designed
to empower your call center reps to increase customer satisfaction.
When you dial into a call center, do you often find yourself wondering if you should give out your personal details: social security number, date of birth or address? If you are like me, you worry about these types of things all the time and with so many cases of identity theft being reported today, you should.
Data security is of paramount importance to anyone entrusted with customer data. Not only do they have the obligation to take care of sensitive data, but certain types of data are protected by regulation.
Now you can be sure that if the call center you are calling into is powered by 3CLogic that their solution is reliable, protected and secure. The 3CLogic application recently passed the Security review which was developed by Salesforce to assess the security posture of the application.
With the 3CLogic application running your call center services for inbound calling, there is no need to store any of your sensitive data within 3CLogic. Whenever a customer calls in, the 3CLogic client will show the customer’s information on a Salesforce screen opened within the 3CLogic client. For outbound dialing, we use tokenization (phone number and Salesforce ID) so you can keep the rest of your data in Salesforce securely. This means there is no personal information stored outside of Salesforce (or any CRM system) if you are using 3CLogic as your call center solution.
With data just in Salesforce you can leverage the security features of Salesforce which provide both strength and flexibility. However, protecting your data is a joint responsibility between you and salesforce.com. The security features in Salesforce enable you to empower your users to do their jobs efficiently, while also limiting exposure of data to the users that need to act upon it. Implement security controls that you think are appropriate for the sensitivity of your data. Your data is protected from unauthorized access from outside your company, and you should also safeguard it from inappropriate usage by your users.
Please do email me at ramana@3clogic.com if you have any questions or comments.
First contact resolution is of utmost importance for all contact centers striving to improve customer satisfaction, increase customer retention rates and reduce operating costs. At 3CLogic, more than 90% of all contacts (calls, emails and chats) that come in during normal business hours are resolved during the first contact without the need for customers to make a second contact. With this level of service, there is no wonder as to why 3CLogic customers are raving about our support. Customer satisfaction is critical to 3CLogic as we deliver services remotely and the solution is always on-demand to deliver complex call center features from the cloud.
How does 3CLogic achieve high FCR rates?
• All 3CLogic Support staff members are provided with full training, access to customer information and are empowered to resolve all incoming issues or inquiries.
• 3CLogic’s support staff and customers use the same contact center solution to make/receive calls and manage the contact center. We understand the issues you may be facing by experiencing the look and feel of the software first hand.
• The 3CLogic call center solution is designed with simplicity in mind. We provide you with all of the tools you need to simply get the job done in the most efficient way.
• The self service portal is used by the 3CLogic support staff as well as our customers. By using the same tools and resources as our customers, we can understand every question and assist with a solution within the first contact. (http://support.3clogic.com)
• The 3CLogic staff has defined processes to monitor emails and chat so that any of our customers using non voice channels are accounted for and addressed; sometimes faster than if they were to dial in.
The only problem with managing 24/7 support and maintaining high first contact resolution rates is shortage of resources during certain periods of time. To improve our customer satisfaction rates and create an optimal approach for support inquiries, in addition to calls, we implemented a new online ticketing system wherein either the customer or support rep opens a trouble ticket. The support team member responds back sometimes in a few minutes but always in less than 2 hours.
We are interested in how our customers are feeling about this new system, and invite all comments and suggestions openly.
We love to hear any feedback, comments, suggestions or questions from our customers. If you have any questions or comments, feel free to direct all questions to ramana@3clogic.com.
I can’t imagine having a talk about moving to a cloud based call center without talking about security in the cloud. Inside sales reps and customer service reps are constantly accessing, sorting and storing invaluable data as they communicate with your customers and prospects. This data can be in the form of voice, chat, text and e-mails depending on the communication channel that is utilized. Additionally, there is tons of data regarding trends and analysis in reports that are generated during customer interactions.
According to a Network World article, users shouldn’t rely on their cloud service provider’s security features to protect their most critical data. Another study from Gartner indicates that 75% of customer service organizations will move to cloud by 2013. So on one hand we have a lot of companies moving to cloud based call centers, while security in the cloud remains a big concern.
So what are users supposed to do? Call center decision makers should look for a system that not only uses end to end encryption, but also uses “tokenization“. This way none of the sensitive data ever leaves the enterprise network. Tokens that only have names and phone numbers are stored in the cloud. Even these are encrypted end to end further securing sensitive data.
One way to do this is to use 3CLogic’s distributed architecture called V-TAG (Virtual Telephony Application Grid). Even functions like call recording are not done centrally, which allows for these recordings to be stored on customer premise. 3CLogic uses tokens, such as incoming caller id, to access customer information from local CRMs and databases. Since V-TAG uses a distributed architecture, none of the sensitive information ever leaves the customer premise. This information is pulled from the local database and displayed in a single window interface to the reps. The reps are unaware of where different pieces of information are coming from.
A cloud based offering that uses centralized servers instead of V-TAG, has to upload sensitive data to cloud before it can be displayed to reps for incoming or outgoing calls. This not only causes additional delays, it often violates a company’s security and compliance policies.
At 3CLogic, we often hear how the users are pleasantly surprised when they see the customer information on the screen instantly, much in advance of their answering the call or the call getting connected. On hearing this, we all have that familiar smile on our faces because we know that these are some of the benefits of a distributed architecture like V-TAG. Additionally, Call center managers and administrators can sleep peacefully because their security policies are not compromised. What’s not to like about this?
3CLogic, the leader in cloud based contact centers hosted on Amazon Web Services (AWS), is proud to welcome Simple Call Solutions onboard after switching to 3CLogic’s cloud based contact center software from their previous system. Providing 24/7 outsourced service and support to clients in various countries, Simple Call Solutions delivers flexible and innovative services for administering Inbound and Outbound campaigns. With traditional call center vendors, businesses are often forced into long term agreements with software that only covers a few of their business requirements. For Simple Call Solutions, the ability to integrate their own carrier with 3CLogic’s cloud based call center software is essential for its success.
Simple Call Solutions, located in Costa Rica, provides exceptional outsourcing services in areas such as outbound sales campaigns, telemarketing and inbound customer support. Similarly, Simple Call Solutions provides services to its customers for credit card processing as well as order taking. 3CLogic provides Simple Call Solutions with comprehensive reporting tools to efficiently manage customer campaigns. For Simple Call Solutions, following up with customers is a critical aspect of providing superior, 24/7 support. 3CLogic provides Simple Call Solutions with scheduled call back and reminder tools to enhance their customer support experiences and productivity.
Dennis Fitzgerald, CEO of Simple Call Solutions stated, “With traditional Contact Center Solutions in today’s market, it’s almost impossible to find a company that works with your unique business needs. 3CLogic allows us to incorporate our own trusted carrier while providing us excellent service quality at the most efficient prices in the industry. We are proud to say our productivity rates have increased upwards of 80% since switching to 3CLogic.”
Simple Call Solutions benefits from 3CLogic’s real time and historical reporting tools. With their previous system, Simple Call Solutions lacked the ability to track all incoming and outgoing calls in addition to other necessary reporting tools. With 3CLogic’s contact center software, Simple Call Solutions can now track, monitor and save all reports in both real time and historical formats.
“We know that providing our customers with the right tools to effectively manage their call center operations is critical to their success,” said Raj Sharma, President and CEO of 3CLogic. “We are pleased to offer Simple Call Solutions advanced features required to provide excellent outsourcing services and 24/7 inbound support to their valued customers. Simple Call Solutions can now have complete access to all inbound and outbound calls with reporting features customized for their industry.”
By switching to 3CLogic’s Contact Center Solution, Simple Call solutions can provide its customers with reliable and comprehensive technological features for all of their business needs ranging from appointment setting to order processing. The 3CLogic software allows Simple Call Solutions to efficiently administer 24/7 Inbound support while also providing outsourcing solutions to any industry in any location.
About 3CLogic:
3CLogic, headquartered in Rockville, Md., 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. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic’s cloud based Contact Center, companies have more accurate and timely information about their prospect or customer and they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.
About Simple Call Solutions:
Located in Costa Rica, Simple Call Solutions offers 24/7 Inbound Support services worldwide. With Support lines covering multiple languages such as English, Spanish, French, Portuguese and more, Simple Call Solutions provides top of the line customer support and outsourcing answering services to businesses everywhere. Specializing in custom-tailored solutions for companies seeking PBX setup, VoIP (Voice over IP), Call Center outsourcing and telemarketing, Simple Call Solutions aims for exquisite customer service as well as innovative and flexible solutions for business of all sizes. Similarly, Simple Call Solutions offers outbound telemarketing, customer retention, order processing, answering services as well as lead generation and sales processes. For more information on Simple Call Solutions, please visit http://www.simplecallsolutions.com. Or, connect with them on Facebook: http://www.facebook.com/SimpleCallSolutions.
We just released this ad which really captures the sentiments of call center decision makers. When Gartner Research predicts that at least 75% of call centers will leverage the cloud by 2013, you have to believe that every call center executive is being asked “when”, and not “if”. Call Center executives have got to be in a bind. The CEO is asking them what is their cloud strategy and when they are moving their call center to the cloud. There is pressure from the finance guys about justifying moving to something new when there is sunk cost in call center equipment. The IT guys are concerned about security, reliability and disruption to existing operations. The VP of Sales is wondering what happens to CRM integration. You can almost hear what is being said in the hallways. To really find out what is being said, click on the image and read the bottom half of the ad.
Constraints for call centers to move to the cloud
Go ahead and +1 here http://3clogic.com/cloudad.html if you like what 3CLogic is saying!
3CLogic, the leader in cloud based contact centers hosted on Amazon Web Services (AWS), is proud to announce that Ultimate Solutions Associates has switched to 3CLogic to run its Home Loan Modification programs. For many businesses, choosing the right contact center software to administer its Inbound and Outbound campaigns efficiently is critical. If the user interface is cumbersome for reps to learn and adopt, it can prove to be a sinkhole for time and money. 3CLogic provides tailored contact center solutions for businesses of all sizes, including important functionalities such as customized IVR (Interactive Voice Response) systems, flexible pricing options and both real time and historical reporting formats.
Ultimate Solutions Associates, aiming to provide clients with assistance on safely and efficiently modifying their home loans, works with clients to protect their properties from falling victim to foreclosures. Ultimate Solutions Associates worked with 3CLogic to administer comprehensive campaigns with specially trained legal assistants to respond to customer inquiries and mortgage issues. Ultimate Solutions Associates leveraged some of 3CLogic’s Contact Center core features such as live agent monitoring tools and customized IVR (Interactive Voice Response) branches assigned to specific legal assistants.
Yvonne Stewart, President of Ultimate Solutions Associates stated, “Switching to 3CLogic’s Contact Center software from our previous solution provider has shown a dramatic increase in the efficiency of our representatives. Our sales and business productivity has increased tremendously as our representatives are able to take advantage of a simple, easy to use system.”
Ultimate Solutions Associates benefits from a tailored Interactive Voice Response (IVR) for incoming callers, that handles both business hour and after hour calls efficiently. This enables Ultimate Solutions Associates’ customers to reach the desired legal assistant at their personalized extension, or be forwarded to a default operator. During business hours, customers who contact Ultimate Solutions Associates are greeted with a welcome message, and then directed to their respective legal assistant, raising customer satisfaction.
“3CLogic is pleased to provide Ultimate Solutions Associates with an affordable, custom tailored solution that provides them with all the core essentials they need to manage their agents and customers,” said Raj Sharma, President and CEO of 3CLogic. “We welcome Ultimate Solutions Associates to join our growing list of customers switching from our competitors. This further proves that 3CLogic’s Virtual Telephony Application Grid (V-TAG) architecture provides the most reliable infrastructure for cloud based call centers.”
By switching to 3CLogic’s Contact Center Solution, Ultimate Solutions Associates’ legal assistants have the ability to check all forwarded calls to their voice mail box directly through a web browser. This provides them with the convenience of being able to assist their customers while on the go. The 3CLogic software also allows supervisors to have access to agent voice mails, live monitoring of their representatives, a barge-in feature and other reporting tools to effectively manage all incoming calls and inquiries. Similarly, managers and supervisors benefit from having on demand access to all historical and real-time reporting and records at the click of a button. This allows managers to see how interactions between representatives and customers were handled, how certain result codes were selected, or what areas of improvement need to be implemented.
About 3CLogic:
3CLogic, headquartered in Rockville, Md., 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. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic’s cloud based Contact Center, companies have more accurate and timely information about their prospect or customer and they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.
About Ultimate Solutions Associates:
Located in Winter Park, FL, Ultimate Solutions Associates is a for profit corporation aimed at assisting their customers from losing their properties to foreclosure. Ultimate Solutions Associates provides their clients with the help needed to safely and effectively modify their home loans. Their web based loan modification document preparation software assists homeowners by offering them comprehensive software with the guidance required to safely and effectively undergo the loan modification process. With 7 new loan modifications available today, Ultimate Solutions Associates covers all occurrences that their customers may face ranging from loss of job, layoffs, and death of a spouse.
3CLogic, the leader in cloud based contact centers hosted on Amazon Web Services (AWS), is proud to announce a four-point incentive program to encourage enterprise customers constrained by outdated call center technology to switch to a cloud based solution that fully integrates with their existing CRM systems. This four-point incentive promotion will be running throughout the months of February and March, ending on March 30th, 2012.
The incentives announced under the CRM Connector Package include:
1. Contact Center Integration with existing CRM systems: For a limited time, 3CLogic is offering qualified users of CRM systems such as Salesforce.com, Microsoft Dynamics, and Leads360 full assistance to integrate Computer Telephony Integration (CTI) controls within their CRM user interface. Users will spend little to no time adjusting to CTI controls embedded within homegrown or standard CRM systems as they continue to use the CRM interface they are most knowledgeable and comfortable with. The goal is to increase user productivity and make their workflow more efficient while decreasing any additional training or learning time.
2. Free CRM Integration: 3CLogic is offering new customers under this program free customization services and support for integrating their existing CRM software with 3CLogic’s Contact Center Software. This incentive will help customers migrate from outdated premised based call center technology to a cloud based contact center. Included with this offer are free customization, complete scalability and tailored flexibility to provide a comprehensive service to increase revenues and eliminate capital expenses.
3. Discounted Training: With the CRM Connector Package, customers will receive a 50% discount on user and administrative training throughout the promotional period. These are live training sessions conducted by certified 3CLogic representatives and support staff. Additionally, customers will have free access to e-training modules.
4. Fully Customizable Customer Information Management: The CRM Connecter Package makes administering customer information easy and effortless instead of a difficult process. With the CRM Connector Package, contact center managers will have the ability to migrate their representatives over to an easy to use interface where phone calls can be stopped, started, managed, and administered using CTI through a single window view. 3CLogic will perform all the customization required to do this.
“Our customers have told us that Contact Center integration with CRM systems is the most critical part in providing superb customer service and conducting effective marketing campaigns.” said Ramana Reddy, Director of Client Services at 3CLogic. He continued, “This promotion now allows us to offer new 3CLogic customers an opportunity they can’t pass up – a comprehensive CRM and CTI integration package at absolutely no cost to them while they migrate to a cloud based Contact Center”.
3CLogic provides a unique cloud based contact center platform built on its Virtual Telephony Applications Grid (V-TAG) architecture. Based on distributed computing, V-TAG achieves major performance and efficiency gains over traditional client-server approaches. Integrated with comprehensive analytics and reporting tools, 3CLogic lets contact centers analyze campaign and agent performance for greater efficiency gains and business productivity. 3CLogic delivers solutions that can seamlessly integrate with existing CRM programs, which allows customers to eliminate expensive up-front hardware and software costs and to quickly deploy and adopt on-demand software for customer interaction.
About 3CLogic:
3CLogic, headquartered in Rockville, Md., is a leading provider of cloud based call center and social media applications for interactive e-commerce transactions. 3CLogic adds voice, chat and text capabilities to any e-commerce transaction on social media networks and combines them with a cloud based contact center solution. 3CLogic’s Inbound Cloud Call Center and Hosted Predictive Dialer, combined with cloud technologies, helps companies of all sizes increase sales and provide better customer service. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.
Some terms and conditions apply to these offers, and prospective users will be asked to provide proof of their current monthly payments. Users of other software platforms should visit http://www.3clogic.com or call 1-800-350-8656 to request more details about this limited-time offer.
Pricing and Availability
The 3CLogic Cloud Based Contact Center service is available immediately under the “Cloud Switch” program by calling 1-800-350-8656 and talking to a Cloud Switch Specialist. A detailed video demonstration of the software can be viewed at http://www.3clogic.com/demos. On average, 3CLogic is priced significantly lower than comparably-configured competitive offerings along with the widest range of pricing and licensing terms. For example, some of the starter packages from 3CLogic start as low as $995 and include a comprehensive suite of call center features. Offer ends on December 30th, 2011.
About 3CLogic
3CLogic, headquartered in Rockville, Maryland, is a leading provider of social media applications for interactive e-commerce transactions as well as cloud based VoIP call center solutions. 3CLogic adds voice, chat and text capabilities to any e-commerce transaction on social media networks and combines them with a cloud based contact center solution. 3CLogic’s Inbound and Outbound call center capabilities combined with their cloud technologies helps companies of all sizes as well as across all industries increase service quality while reducing operating costs. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.
Many businesses are turning in their traditional outsourced support lines for onshore support branches, overcoming the challenges of finding and retaining qualified staff to handle demanding call volumes.Remote agents working from home are considered to be a very attractive alternative to off-shoring. Multiple features such as a discreet barge-in option, real-time agent dashboard screen shots, performance reports and access to historical and real time recordings allow supervisors to thoroughly manage their agent efficiency and productivity. A new set of management tools offered by 3CLogic, allows supervisors to view snapshots of their agent’s dashboard screens to ensure maximum efficiency.
3CLogic, the leading cloud based call center provider on AWS (Amazon Web Services Platform), is proud to provide businesses with a comprehensive set of tools and functionalities to assess customer service and sales representative performance. Managers can leverage the easy to use monitoring tools such as the ‘barge in’ feature to drop in on a representative’s call with a customer and assist them on the interaction. Similarly, managers and supervisors can reap the benefits of having on demand access to all historical and real-time reporting and records at the click of a button. This allows managers to see how interactions between representatives and customers were handled, how certain result codes were selected, or what areas of improvement need to be implemented.
For new representatives, it is crucial to make sure that all training is administered thoroughly before they start assisting customers and answering support lines. With 3CLogic’s management tools, supervisors can discreetly listen in to a representative’s call with a customer, and quietly coach them through the interaction. This paves the way for success by allowing the supervisors to discreetly point out areas to the representative that may need clarification or guidance.
Gary Miller, Division Leader of USHEALTH Advisors stated, “Managing representatives from any distance can be difficult in terms of monitoring how much time they spend working efficiently. 3CLogic’s Cloud based Contact Center software made it easy for us at SHA by providing all of the core essentials to monitor and measure our representatives’ performance and efficiency”.
“Customers love a positive interaction with representatives that are trained and qualified to assist their needs and inquiries.” said Ramana Reddy, Director of Product Management and Client Services at 3CLogic. “With the monitoring tools provided by our software, we enable companies such as US Health Advisors to have a crystal clear insight into all recordings, reports, and calls to measure representative performance“.
3CLogic also provides businesses with a live dashboard to view the current status of all active representatives, the number of calls made or received by each representative for the day and the number of sales closed by each representative. The state of the art and simple to use dashboard allows managers to monitor the time that Customer Service Representatives (CSRs) are ready to receive or make calls, talking to customers, as well as the time spent on after- call activities. Similarly, the software allows managers to see how much time their representatives spend away from their computers.
The price of the newest management tools is included in the monthly subscription fee for 3CLogic’s cloud based services. Existing customers can take advantage of the new tools directly from 3CLogic portal without additional upgrades or costs.
About 3CLogic:
3CLogic, headquartered in Rockville, Md., 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. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic’s cloud based Contact Center, companies have more accurate and timely information about their prospect or customer and they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.
About USHEALTH Advisors
USHEALTH Advisors is a wholly-owned national health insurance distribution arm of USHEALTH Group, Inc. The company sells individual health insurance plans and supplementary products underwritten by The Freedom Life Insurance Company of America and National Foundation Life Insurance Company, wholly-owned subsidiaries of USHEALTH Group, Inc. The company is focused on serving America’s self-employed and individual insurance market through its career/captive agent sales force.
I think it’s safe for everyone to say that traveling can be messy at times. There’s the plane tickets, passports, luggage and making sure you’ve remembered to bring all the essentials. There’s nothing worse than ending up at your destination and realizing you left your bag at home- or even worse, at the hotel you stayed the night before.
A few weeks ago, I traveled to India for a vacation and my high school reunion. While my vacation was going great, I had to be in a cab and off to the next destination that was located almost 4 hours away. When I reached the destination, I realized that I didn’t have my laptop bag with me, which happened to have my passport and my wallet. In my frantic rush, after checking out, I had forgotten my hand bag in the hotel lobby. I had a high school reunion to attend that evening and a flight to catch the next morning. Boarding a flight back to my home in the US the next day would definitely mandate that I have my passport with me. If I went back to get it, I would have to definitely miss the reunion and possibly even the flight. The first thing I did was to call the hotel to see if they had seen the bag. While they couldn’t believe someone would just forget their bag in the lobby, luckily the hotel had my bag and had kept it in safe keeping. Now my challenge was to have the bag journey the four hours while I attended the reunion and in time to catch my flight the next morning.
It helps to have gone to school with folks who are now successful and well connected. It also helps to be visiting them for a reunion. On hearing my plight, one of my high school friends came up with the right solution. He is the President of a large Multi National Corporation with offices all over India. With one phone call, he got hold of one of his staff member in the local town who picked up the bag from the hotel and made the four hour trip to deliver the bag.
So what does this have to do with telephony applications? The incident reminded me of a sales call we were having with the CEO of a BPO company in India a few months back. We were going over ROI and TCO numbers with him and he wasn’t buying it. He explained to us why an automated dialing system cannot be cost justified in India because the labor rate was so low for hiring call center workers. Unless the price of an automated dialing system was below a certain threshold, he was better off having his call center workers perform manual dialing. Even though he would have to hire more people to do the same amount of dialing, the labor costs would still be lower than technology costs for automation. At the time I thought it was just a negotiating technique. Perhaps there was some truth in his argument.
-Raj Sharma
