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  MikeU 9:27 AM on May 24, 2012 Permalink | Log in to leave a Comment
  Tags: 3CLogic (20), Business (9), call center (22), Call Center operations (2), channel (6), Cloud (13), contact center (12), cost (8), CRM (11), Facebook (2), flexibility (5), Hosted, Outsourced (4), Outsourcing (3), PBX (2), Reliable (4), Reporting (7), sales (12), social media (11), support (5), Voice (9)   

  Simple Call Solutions Leverages 3CLogic’s Call Center Software to Choose its own Carrier for Inbound and Outbound Campaigns 

  Simple Call Solutions integrates its carrier of choice with 3CLogic’s Contact Center Solutions, achieving complete customization and flexibility. Simple Call Solutions can now interconnect with VoIP carriers worldwide to serve their customers round the clock.

  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.

   

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  MikeU 9:37 AM on April 18, 2012 Permalink | Log in to leave a Comment
  Tags: 3CLogic (20), Agents (5), Business (9), call center (22), channel (6), Cloud (13), contact center (12), CRM (11), Hosted, IVR (2), Reliable (4), Reporting (7), Representatives (4), sales (12), social media (11), Telephony Application Grid (3), Voice (9)   

  Ultimate Solutions Associates Switches to 3CLogic to Grow Home Loan Modification Programs 

  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.

   
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  MikeU 9:46 AM on March 29, 2012 Permalink | Log in to leave a Comment
  Tags: 3CLogic (20), analytics (2), availability (3), Business (9), call center (22), Cloud (13), cloud call center (5), contact center (12), cost (8), CRM (11), CRM Integration (4), Dial (6), Dialer (8), flexibility (5), Hosted, Microsoft Dynamics (3), Predictive Dialer (4), Reporting (7), Representatives (4), sales (12), Salesforce (4), social media (11), support (5), Voice (9)   

  3CLogic Announces Special Customer Relationship Management Connector Package to help with migration to Cloud Based Contact Centers 

  Four point incentive package to help enterprise contact centers improve customer interactions while moving to cloud. Seamless integration with cloud and premise based Customer Relationship Management (CRM) systems.

  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.

   
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  MikeU 9:44 AM on February 29, 2012 Permalink | Log in to leave a Comment
  Tags: 3CLogic (20), Agents (5), Business (9), call center (22), Cloud (13), cloud call center (5), contact center (12), cost (8), Dial (6), Dialer (8), Hosted, political campaigns (2), Predictive Dialer (4), Reporting (7), sales (12), social media (11), Voice (9)   

  Kathy Nealy and Associates Kicks Off Political Campaign Calling Season with 3CLogic’s Call Center Solution 

  Kathy L. Nealy & Associates leverages 3CLogic’s call center solution for political campaign administration. 3CLogic’s phone bank capabilities provide KLNA with full outbound functionalities for community outreach on partisan and non-partisan candidates and referendums.

  Kathy L. Nealy & Associates partners with 3CLogic, a top call center software solution provider to administer efficient political phonebank management. The main goal of the partnership between KLNA and 3CLogic is to leverage full outbound functionalities to reach desired voters primarily in the Dallas County area. Kathy Nealy’s agents benefit from multiple 3CLogic applications such as Call Blast to send out important candidate news and announcements to thousands of residents in a matter of seconds and also leverage 3CLogic’s predictive dialer to eliminate manual dialing and reporting.

  3CLogic, the leading cloud based call center provider on AWS (Amazon Web Services Platform), provides Kathy L. Nealy & Associates with a comprehensive contact center solution tailored to their unique outbound requirements at a significantly lower cost than other solution providers. The aim of this partnership is to provide her firm with all of the mandatory tools required to collect research, data and statistics of registered voters.

  Kathy L. Nealy & Associates organize political campaigns on a local, state and national level with outbound functionalities from 3CLogic. The predictive dialer application provided by 3CLogic enables the firm’s agents to spend more time connecting with voters and less time manually dialing, marking and tallying. With this application, all dialing, message recording and reporting is done electronically, allowing the agents to work more efficiently and reach more voters compared to traditional phonebanks. The agents are provided with a single-window and user friendly interface for a complete list of past interactions and all pertinent information of the voter.

  Randall Bryant, VP of Operations stated, “We at Kathy L. Nealy & Associates require a solid system to reach out and interact with our voters. 3CLogic’s Contact Center Solutions provides us with all of the predictive dialing and outbound features we need to accomplish this.”

  “We at 3CLogic are pleased to work alongside Ms. Kathy Nealy, one of the most highly profiled figure heads in the political consulting and business development industry.” said Ajay Goel, Project Director at 3CLogic. “By partnering with 3CLogic, Kathy L. Nealy & Associates can reach out to a significantly larger percent of the community than before by using our comprehensive outbound applications”.

  With multiple administrative, managerial reporting and monitoring tools, Kathy L. Nealy & Associates can save and access reports in both historical and real-time formats for research and data. Comprehensive management features are also available, enabling a complete real-time bird’s eye view of performance and production.

  About 3CLogic:

  3CLogic, headquartered in Rockville, Md., is a leading provider of cloud based call center solutions 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.

  About Kathy Nealy and Associates:

  Kathy L. Nealy & Associates is a well-known, high profile consulting firm established in 1982 and located in Dallas, Texas. Kathy L. Nealy & Associates performs communication and community outreach efforts at a local, state and national level. With political success stories such as Clinton/Gore Presidential Campaign to the Dallas Cowboys Stadium and American Airlines Center referendums, Kathy L. Nealy & Associates have earned a prestigious position in the political arena. Kathy L. Nealy and Associates is also certified as a Historically Underutilized Business (HUB) with the state of Texas and a Disadvantage Business Enterprise (DBE) with the North Central Texas Regional Certification Agency (NCTRCA).

  For more information about Kathy L. Nealy & Associates, please contact 214-374-3878 or http://www.kathynealy.com.

   
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  Taryn Cheatham 8:47 AM on December 30, 2011 Permalink | Log in to leave a Comment
  Tags: 3CLogic (20), brick and mortar, call center (22), Hosted, Hosted Contact Center, Outsourced (4)   

  Hosted Contact Center… Say Wha?: Cloud call centers for beginners 

  When I first started here at 3CLogic, I couldn’t tell you the difference between a traditional brick and mortar call center from a hosted contact center. “Hosted? What’s a hosted”? I soon came to learn all of the new and exciting call center capabilities that are available to companies looking to start or revamp their existing call centers. With all these technological advancements in place today, a hosted contact center seems to be the ideal solution to pricey traditional call center infrastructure costs.

  It’s clear how I feel about outsourced agents; (Don’t remember? Take a look at last week’s post to get a friendly summary) it’s almost easier to try and troubleshoot on your own then calling an outsourced support line to only receive a lack of support, and a blow to your wallet. That’s the beauty with hosted contact centers. As a contact center business, you have complete flexibility and scalability to fit your individual business demands. Want your call center on premise? Want to have your agents hosted from various locations to eliminate hefty infrastructure fees? Want a hybrid solution of both on premise and remote locations? I’d hate to steal the slogan but… this ain’t Burger King, but you can most certainly have it your way.

  Deploying a hosted contact center is ideal for a company looking to deploy and launch their contact center operations within a matter of hours. Pricing is scalable too, which means you have the benefit of paying for what you use and what you use only, on a per month basis. Various solution providers such as 3CLogic, provide companies with call center software to effectively and efficiently run their call centers with ease. Home agents can be trained and tested with online 3CLogic certification courses which allow administrators to evaluate agent skill and performance. This is done to efficiently match the most qualified agents with valued customers. By taking that extra step with agent management, managers ensure that their customers end their transactions with a solved issue, and a smile on their face. Ahh, how refreshing is that? How many times can you honestly say that you’ve had a pleasant experience with a customer support issue with outsourced agents? You have a story, we want to hear it!

  Want an overview on Hosted Contact Center features and functionalities? Find more information–> http://www.3clogic.com/existing.html#proja

   
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  MikeU 9:47 AM on December 29, 2011 Permalink | Log in to leave a Comment
  Tags: 3CLogic (20), Agents (5), Business (9), call center (22), Cloud (13), cloud call center (5), contact center (12), cost (8), Dial (6), Dialer (8), flexibility (5), home based agents (3), Hosted, Outsourced (4), Outsourcing (3), Predictive Dialer (4), sales (12), social media (11), support (5), virtual call center (3), Voice (9)   

  Virtual Cloud Based Call Centers Combined With the Reversal of Outsourcing Trend can Contribute to Lower Unemployment Rates 

  Virtual call center technology from 3CLogic accelerates the growth of home based agents which can further bring down the US unemployment rate from 8.6%. It is now less expensive and more efficient for businesses to bring those call center jobs back to US.

  
  3CLogic, the leader in cloud based call center confirmed today that it sees a definite reversal in the trend of outsourcing call center jobs to other countries. Cloud based call center service providers like 3CLogic are in a great position to help those companies which are bringing jobs back to US. Specifically, the virtual call center capabilities from 3CLogic provide the flexibility of having home based agents. Recent reports indicate US unemployment rates remain persistently high at 8.6%. In previous years, many businesses resorted to outsourcing their call center inquiry and support lines overseas in hopes of lower cost per call and lower labor costs. What they didn’t realize, however, was just how much they were putting their business and their country in a down-spiral recession. While outsourcing may have cut costs in areas such as infrastructure and utility fees in the past for some businesses, it has also reportedly lowered customer satisfaction and brand loyalty for them as well.

  According to a recent report by Datamonitor, there are an estimated 243,000 offshore agents currently handling calls from U.S. consumers. While outsourcing customer support lines to other geographical locations may seem to be cheaper in terms of hourly agent pay or cost per call, there is a huge disconnect between customers and off-shore agents. Customers call in with questions, comments and inquiries; expecting nothing less than the best of breed support. No customer wants to wait on hold or be charged with extra over-sea phone fees, and they most certainly don’t want to speak with an agent who doesn’t understand their problem or concerns. By outsourcing your agents, you risk compromising your customer satisfaction rates, lowering your reputation, and hitting your business where it hurts: revenue.

  “With 3CLogic’s cloud based call centers based on VoIP and virtual capabilities, it actually costs less to have home based agents in the US than having agents overseas. The myth of cost savings with outsourcing has been disproved at this point; showing how logical and cost efficient it is to home shore and bring down the unemployment rate”, said Raj Sharma, President and CEO of 3CLogic.

  Furthermore, it doesn’t take much for businesses to realize that lack of agent retention, loss of productivity and faulty customer support produced by outsourcing call centers dramatically lowers their revenues and sales. Companies that have mastered the art of home-shoring reap the benefits at a time where their customers need quality customer support the most. Companies such as 3CLogic provide businesses with top of the line contact center software to perform full-featured capabilities at a fraction of the cost of traditional and outsourced call centers. Businesses experience customized scalability and flexibility as they have the choice of launching their contact centers fully from the cloud. This cuts infrastructure and maintenance fees, and brings well needed jobs back to the US.

  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 contact3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.

   
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  MikeU 11:33 AM on September 29, 2011 Permalink | Log in to leave a Comment
  Tags: 3CLogic (20), availability (3), call center (22), Cloud (13), contact center (12), cost (8), CRM (11), CRM Integration (4), Hosted, Hosted Services (2), Microsoft Dynamics (3), sales (12), Salesforce (4), social media (11), Voice (9)   

  3CLogic Announces Extension of Cloud Switch Program 

  Three-point incentive program to help stop call centers from wasting money on expensive hosted services and premise based call center systems. Seamless and easy migration to 3CLogic’s Cloud Based Contact Center Service has been extended from September to December.

  3CLogic, the leader in cloud based contact centers, announced today that they will be extending their Cloud Switch program until the end of December due to the enthusiastic response from their initial offer. The Cloud Switch program has been extended and broadened for customers to switch from the platform they are currently using over to 3CLogic’s Call Center Service deployed on Amazon Web Services (AWS). This three-point incentives promotion originally scheduled to end in September, 2011, will now be running through the remainder of the year, ending on December 30th, 2011. While the initial program was directed at Five9 customers wanting to seamlessly migrate to 3CLogic’s contact center services, 3CLogic has now broadened the offer to include other platforms as well.

  The incentives announced under the “Cloud Switch” program include:

  1.    Software “trade-In” pricing: 3CLogic is offering qualified users using other hosted or premise based systems the one-time ability to switch to 3CLogic and pay half of the monthly software fees they currently pay to their existing vendor or service provider. For a 50 seat call center this could easily result in a savings of $32,500 in software fees on an annual basis.

  2.    Half-price CRM Integration: 3CLogic is offering new customers under the Cloud Switch program a 50% discount on customization services that may be required for integration with their existing Customer Relationship Management (CRM) software such as Salesforce.com and Microsoft Dynamics. This incentive will help customers in making the switch to 3CLogic transparent and cost-effective, while upgrading them to a new, up-to-date model that can serve as the technological foundation for years to come.

  3.    Free, discounted training: With Cloud Switch customers will receive a 50% discount on agent and supervisor training. These are live training sessions conducted by 3CLogic Certified Personnel. Additionally, customers will have free access to e-training modules. Customer sites with more than 50 users should contact 3CLogic for a tailored, on-site training course on the customer’s site.

  “After an enthusiastic response from our first announcement of the Cloud Switch Program, we decided to broaden and extend the program to include a wider spectrum of hosted and premise based systems. For instance, with our cloud based contact center service, we can really cut the annual maintenance bill that customers pay for premise based systems in half”, said Ramana Reddy, Director of Client Services at 3CLogic. He continued, “With customers taking full advantage of our initial Cloud Switch program, we couldn’t deny requests to open up the program to other platforms as well.”

  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.

   
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  Raj Sharma 1:59 PM on January 30, 2010 Permalink | Log in to leave a Comment
  Tags: 3Clogic call center (4), Cloud Computing Services (4), Hosted, SaaS (6), SaaS business models call centers contact centers enterprise operating lease software as a service distributed computing usage based, Software as a Service (4)   

  Software As A Service (SaaS) Business Models For Contact Centers 

  In contemporary era, almost all business are facing capital crunch and it is no surprise that   SaaS and Cloud Computing Services are in demand as they dramatically reduces upfront capital outlay. 
However, there is more than meets the eye. Software has been available for lease since past several decades and when offered on lease offers similar financial advantage as SaaS. When taken on lease, there could be little or no upfront capital outlay just like SaaS. In case of an operating lease for software, the monthly payment surfaces as an operating expense in income statement. The leased software stays off the balance sheet and does not show up as an asset. It would seem that the financial benefits of a SaaS model are not much different than getting an operating lease for software. This is true in theory.

In current scenario, company’s do not favour operating leases as compared to software-based technology as the leasing companies want a hard asset. Software may have tangible value, but it is often customized to meet the needs of a specific client, making it difficult to transfer it to a new owner. Software programs are also often governed by licensing agreements that either prohibit the transfer of a license to a new owner. A lot of software products would not be an option for operating leases since the software license can’t be in the lessor’s name.

  With SaaS, enterprises can now truly rent software and pay only for what and when they use and still get all the financial advantages of leasing the software. In case of Contact Centers, 3CLogic has come up with innovative models to make SaaS truly attractive from a financial perspective.

  1) Customers can rent Contact Center seats on a monthly basis. They pay a monthly subscription fee per seat for the use of Contact Center software. The model is similar to how salesforce.com charges for its SaaS. In case of Contact Center SaaS from 3CLogic, the customer pays an additional fee for call termination, outbound application or toll free service charges for inbound application. It’s customer’s responsibility to manage the number of seats they will be using from one month to next. They can increase or decrease the number of seats in any given month. This model provides tremendous amount of flexibility to the customer – they only pay for the seats that they use and when they use it.

  2) It is well known that the attrition rate in Contact Centers is one of the highest in the business world. When a Call Center agent quits or is terminated, it is still necessary to retain all the statistics and analytics associated with his or her ID; at least for a few months. In some marketing companies, the telemarketers are frequently active for a few months and then become inactive for some time, only to return back after a few months. In such situations, the enterprise may find it difficult to keep track of active and inactive seats on a monthly basis; and which IDs to retain for tracking purposes and which IDs to be deactivated. 3CLogic offers a purely usage based model. The Enterprise only pays for the total number of hours the agents are logged into the hosted Call Center Service.

  3) The third model that is tied to the usage works is as follows. The total number of call termination minutes are calculated for the entire Call Center in any given month and the enterprise is charged a fee based on the number of minutes consumed. This per minute charge consists of both software charge plus a charge for call termination for outbound application, or toll free service charges in case of an inbound application.

  3CLogic offers these kinds of flexible business models because its platform is designed to be a multi-tenant platform from the ground up. The original design took into account that every tenant on its hosted service is going to have different technical and business requirements.

  3CLogic’s distributed computing platform has been designed not only to address a variety of technical and business requirements, but the results are delivered to the customer in a matter of days, as opposed to months and years it takes with traditional Call Center platforms.

   
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  Nitin Gupta 5:37 AM on January 30, 2010 Permalink | Log in to leave a Comment
  Tags: direct marketing, home based agents (3), Hosted, pre-paid, SaaS (6), virtual call center (3)   

  Has the time come for pre-paid Contact Centers? 

  More than 40% of the mobile phone users in OECD markets are pre-paid customers. Does this mean that there is equally big size of marginal customers in call center business who would like to use the services of “Virtual Call Centers“? If I go by my intuition, this should be true.

  One of the major users of such service would be companies engaged in direct marketing. Ever since American Express began marketing its credit card directly through post, the sales and marketing has evolved further in personal selling by companies like Tupperware, Amway and Oriflame. Such techniques usually have no advertising budget for media, but for parties and rewards.  The sales agent in this model is not usually the direct employee of the company. These companies form hierarchy of sales agents from freelancers (usually housewives). The goal for each sales agent is to sell the maximum and add equally good number of sales agents. Such agents do need a call center and definitely they are not ideal to handle the daily functioning of such call centers. These agents have no budgets other than the estimate of how much they earned last month. Such agents are “the” marginal agents who will love the idea of pre-paid contact center. The reason is simple and quite analogous to the reasons mobile companies have pre-paid cards or banks issue debit cards:

  • They allow user to monitor their usage
  • They can be used by students, immigrants
  • They can be used by people who have poor credit ratings

  Personal selling agents are just the tip of the iceberg. There are many more home based agents whom I consider “marginal”. They are engaged in selling insurance and sometimes just campaigning for a cause, political and apolitical. These agents get to earn against the number of calls they make or the number of successful sales they make. These agents have very small budgets and very small campaigns that do not even run into weeks. Such agents will definitely like to benefit from a pre-paid account.

  And just to add, 3CLogic is one of the few companies who setup pre-paid accounts for this micro-economy community of Virtual Call Centers.

   
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  Raj Sharma 11:40 AM on January 28, 2010 Permalink | Log in to leave a Comment
  Tags: call center (22), Cloud Computing Services (4), Hosted, Hosted Services (2), SaaS (6), Software as a Service (4)   

  What’s The Difference?: Cloud Computing Services, Hosted Services, Software as a Service (SaaS) 

  Ever wonder what’s the difference between all these service types? They all deliver a service over the Internet cloud. Whether it is a backup or word processor application or a call center application, the customer is still using software and hardware resources of servers maintained by someone else. Traditionally, the customer was responsible for sizing the hardware and software resources, procuring the servers, installing and configuring the servers and maintaining these resources in a data center.

  With hosted services, all these tasks are delegated to the provider of Saas or Cloud Computing Service. Since the SaaS provider has hundreds of customers, she may decide to house these customers on the same set of servers, using partitioning or virtualization. Server resources are efficiently utilized lowering the total cost of the service that is being delivered.

  The customer only pays for what she uses and has the added flexibility of ramping up or down the number of subscribers using the service. It is easy to implement and get started, thus lowering the burden and dependency on the in-house IT staff. There are concerns about security and trust when you turn over your mission critical application to a service provider. There is additional worry about being locked into a service because it may be hard to move or migrate the application data from one provider to another or if the data needs to be brought in-house.

  Tanvir Alam is discussing. Toggle Comments

   
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    Tanvir Alam 7:24 AM on January 29, 2010 Permalink

    Cloud computing is good for the companies who can’t afford hardware/software resources at large scale or they want to use it for very limited period of time. It gives them more flexibility to explore new option and take more risk with less investment.

    The real concern of cloud computing is downtime and security. In last year Sep, gmail was down for couple of hours and it’s created mayhem!