When customers call your organization, they want fast responses and a personalized experience. You need the right systems to make smooth customer interactions as effortless as possible.
With 3CLogic’s Computer Telephony Integration (CTI), you can have all of the above — a way to lower costs with automation, improve agent productivity, and manage all of your voice interactions within your system of record. Whether you’re running on ServiceNow, SAP, Salesforce, or Microsoft Dynamics, 3CLogic’s CTI empowers agents to control the conversation directly within your CRM and get critical customer insights to help provide better service in real time.
A Computer Telephony Integration (CTI) gives your business the ability to make and receive customer calls within your business applications, including your system of record. Incoming customer calls pop into your agents’ screen, syncing with existing CRM data for instant customer insights. The result: smoother experiences, faster responses, and a more personalized approach to customer interaction.
Multiple screens, multiple workspaces — after a while, it adds up to a clogged workflow for agents. With 3CLogic’s CTI, agents can manage customer voice interactions right within your CRM — such as ServiceNow, SAP, Salesforce, or Microsoft Dynamics — saving time and streamlining automation for notes and call recordings.
Efficient, effective — while working remotely? It’s all possible with 3CLogic’s CTI, giving your agents the personalization and customer support features they need to work from anywhere. The consolidated agent interface keeps employee productivity high and makes it even easier for them to deliver exceptional service.
No customer dialing in wants to have to verify themselves multiple times. With 3CLogic’s CTI, you’ll immediately know who’s on the other end the second they call in. Your agents have instant access to detailed caller history, so you can cut straight to the chase.
Screen pops take all relevant caller data — from customer purchase history to case numbers — and “pop” them into your agents’ screens for them to reference during live customer calls. The result is customer interactions that feel organic and conversational. And it all works with your existing CRM so you can keep “popping” in with customer-friendly ideas from previous interactions.
Even after the call is over, 3CLogic’s CTI keeps working. Automated post-call transcriptions will feed into your analytics providing insight into overall customer sentiment and agent performance — giving you a bird’s-eye view into your customer interactions without any additional work required. If you need to add customer journey workflows after the call, 3CLogic integrates with your existing cloud platform to plug in these extra steps.
Global 2000 enterprises across healthcare, retail, education, public sector, manufacturing, finance, hospitality, and transportation industries are already using 3CLogic’s cloud contact center solution to extend their cloud service platforms and accelerate their digital transformation. Learn more about our integrations with ServiceNow, SAP, Microsoft Dynamics, and Salesforce.