3CLogic to Double Efficiency of Contact Centers with the Addition of Blended and Multi-Channel Functionalities
3CLogic removes barriers for call centers to move to a cloud based service with multi-channel interactions including email, text, voice, and chat. Call blending in the cloud can increase new revenues for businesses by as much as 40%.Rockville, MD (PRWEB) October 26, 2011
3CLogic Cloud Based Contact Center Offering
3CLogic, the leader in cloud based contact centers, announced today it will be launching new capabilities to allow businesses to connect more quickly and efficiently in the channel preferred by their customers. These new enhancements along with call blending will integrate multiple channels of communication such as email, text, voice, and chat through 3CLogic’s cloud based platform deployed on Amazon Web Services (AWS).
IP communication allows for the blending of chat, collaboration, email, social media, mobile, and other communications methods. It is important for contact centers and their customers that these channels do not operate in silos. To truly make the most of multi-channel tools, the contact center must make them work together, and ultimately provide a better customer experience at a lower cost to the business. With the addition of its multi-channel capabilities, 3CLogic provides a cloud based service that helps contact centers seamlessly manage customer interactions integrated across multiple channels in the most cost effective way.
“With multi-channel functionality in place, businesses can now leverage huge gains in lead generation and revenues. Integrating chat, text, e-mail and voice with your business model can dramatically increase sales and cause customer satisfaction rates to shoot through the roof. You just can’t beat interacting with your customers through channels of their preference. It’s like bringing full contact center capabilities right to their front door”, said Ramana Reddy, Director of Client Services at 3CLogic.
The most efficient call centers have agents that handle both inbound and outbound calls. This allows supervisors to better balance staffing levels based on call volume. For example, agents can conduct outbound campaigns to generate sales while also receiving incoming customer service calls. This allows the agent to convert routine, inbound customer service calls to revenue-generating interactions. According to DMG Consulting, most inbound customer service call centers participate in some form of sales activity. These programs can be very successful; some customer service organizations have been credited with generating 10% to 40% of their company’s new revenue. With the addition of automatic call blending to its cloud contact center, 3CLogic increases contact center efficiency and relieves the supervisor from the time-consuming task of monitoring call activity and manually moving agents between campaigns.
The 4.0 multi-channel launch of 3CLogic’s contact center software hosted on Amazon Web Services opens new doors for businesses. With technology ever advancing, many businesses are turning to social media sites for more efficient lead generation. Integrating this multi-channel software with their existing CRM solutions and social media platforms further expands their target market. The multi-channel platform is scheduled to be generally available on November 26th, 2011.
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.