3CLogic was founded in 2005 with the belief that:
|Cost of traditional call center platforms was too high|
|Hosted call center offerings that utilize centralized servers are neither reliable nor scalable|
|Integration of cloud based call centers with existing CRM systems was highly complex and lacked security|
The founders of 3CLogic came from the founding team at NexTone Communications. They were pioneers in the VoIP space and had successfully created the Session Border Controller (SBC) product category for VoIP service providers. They saw an opportunity to bring together the benefits of VoIP with a distributed architecture that is resilient, secure and scalable. A new approach that was in sharp contrast to centralized server architecture was born. Every single point of failure of a centralized server based approach was carefully eliminated. A completely distributed architecture with no centralized media servers was implemented. Telephony functions were pushed to the edge of the cloud and were implemented on desktops on customer premise. The new approach was called Virtual Telephony Application Grid or V-TAG.
"resilient, secure and scalable"
V-TAG was first implemented as a cloud based predictive dialer and released to the market in the fall of 2009. It saw rapid adoption as a multi-tenant solution with a cloud based delivery model. Early customers started reaping the benefits of cost savings by adopting 3CLogic Cloud Call Center.
VoIP service providers were looking to differentiate themselves with value added service offerings. Flexibility of the V-TAG approach allowed 3CLogic to deploy its solution on any carrier co-location center. VoIP service providers welcomed the ease of integrating 3CLogic call center offering with their own VoIP network.
By 2010, financial institutions such as banks and insurance companies started leveraging the resiliency and security of 3CLogic cloud based contact centers. Banks were able to secure their sensitive customer information by using 3CLogic's tokenization technology. Even call recordings were stored locally. No confidential information left the bank's premise while the customer service reps took full advantage of 3CLogic's cloud based call center service.
By the middle of 2010, the technologists at 3CLogic had decided to use Amazon Web Services as their hosting platform of choice. The elastic nature of Amazon cloud provided 3CLogic's customers with the kind of scalability and flexibility that they had not seen in other systems. They could burst their use of call center services at will without having to worry about system capacity. With a highly reliable infrastructure from Amazon and a redundant implementation of V-TAG, 3CLogic is able to offer 99.95% availability of its call center service.
In the first Quarter of 2011, 3CLogic rounded out its offering with the addition of comprehensive inbound functionality including Automated Call Distribution (ACD), skills based routing and web based Interactive Voice Response (IVR) service.
In early 2012, it seemed like the management team at 3CLogic had accomplished its original goal of coming up with a cloud based contact center solution that was resilient, secure, and cost-effective. However, they saw that many implementations of cloud based contact centers were languishing because customers found it difficult to integrate their CRM systems with a cloud based call center system. It was difficult for customers to find people that understood the dual worlds of CRM and Computer Telephony Integration (CTI). Seeing this as a major hurdle to adoption of cloud based contact centers, 3CLogic introduced a tool kit that dramatically simplified the integration of disparate CRM and phone systems. The onus was no longer on customers to find the right people to complete their integration projects. 3CLogic routinely stepped in with its tool kit and completed the integration of its call center system with customer's existing CRM system.
Today, 3CLogic provides a turn key call center system that is fully integrated with a customer's CRM system. Instead of managing multiple vendors and bringing different pieces of technology together and making them work, 3CLogic provides a one stop shop for all cloud based call center needs including CRM integration, speech analytics and Work Force Management (WFM).