We’ve Got Answers | Contact Center Platform FAQ

Below you will find answers to the questions we get asked the most about 3CLogic’s cloud Contact Center software.

What Does 3CLogic Do?

3CLogic provides a cloud-based Contact Center solution that integrates with any CRM of customer’s choice. The resulting integration between customer’s CRM system and 3CLogic’s cloud-based telephony system eliminates the need for a separate PBX or phone system. Customer service representatives and sales representatives don’t have to enter information in multiple systems or switch among multiple tabs or screens during their customer interactions.

What Kind Of Cloud-Based Telephony Solution Does 3CLogic Provide?

3CLogic provides a complete Contact Center solution from the cloud that includes inbound, outbound, and blended capabilities. Extensive management and performance reporting and call recording features make it a very attractive solution for any Contact Center that is planning to switch to a cloud-based platform or has an older generation hosted Call Center platform based on centralized servers.

Does 3CLogic Provide Integration Services For CRMs And Phone Systems?

3CLogic offers a cloud-based Contact Center platform that has connectors to integrate with CRM systems. As part of our customer on-boarding process, we use these connectors to integrate with any CRM system that the customer has. The basic integration is included in the setup fee. 3CLogic charges additional fees only for advanced integration or customized integration.

What Does It Take To Get Started?

All you have to do is talk to one of our Account Executives and let them know a few things about your business, the CRM system that you are using, and how many reps would be using the system in the first month. Your Account Executive will sign you up and assign a project manager to your account who will work collaboratively with you and your team to ensure a smooth installation. On the kick off call with your project manager, he/she will gather any additional requirements that you may have, configure your cloud-based Contact Center, and train your team to manage the Contact Center on an ongoing basis.

What Else Do I Need?

Nothing really! As long as you have reps who are ready to get on phones, and you have PCs with headsets and Internet connectivity, you have everything you need to start leveraging the benefits of a cloud-based Contact Center. Please review the PC and Internet bandwidth requirements here.

Can My Supervisor View Reports On A Tablet Or Another Mobile Device?

The reports are available from anywhere the supervisor has internet connection and an internet browser.

Can Supervisors Manage And Monitor Contact Center Performance And Calls From A Tablet Or A Mobile Device?

Yes, the system has the capability to allow the supervisor to barge in on any of the agents' calls at any time.

What Format Is Used For Reports?

Reports can be customized in .pdf, Excel, and .csv formats. These can be exported as and when required. Reports are available in both pictorial as well as data formats.

Can My Agents Working From Home With Broadband Connection From A Different Company Use 3CLogic?

Yes. The agents can work from anywhere as long as they have a broadband Internet connection. It really doesn’t matter who is the provider of broadband Internet connection.

I Have IP Phones. Will Your System Work With My IP Phones?

3CLogic is your complete Call Center solution and you do not need another phone to make your calls. All you need is headphones, Windows PC and a broadband connection.

Do You Offer Trials?

Yes, even though we do not require a long term contract and your commitment is month to month, many people want to have the comfort of taking the system for a test drive. We will open a trial account for you and let you become familiar with the system. We will also assign a project manager to your account, who will walk you through a step-by-step process so that you get the most out of your trial. Since we expect that you will be receiving and making live calls during the trial phase, we have to provision toll-free and long distance carrier services so as to ensure a successful trial. As a result, we ask that you pay for the trial period with a guarantee that you will be refunded any unused portion of your telecom charges should you decide to discontinue the service.

What About Support?

We provide 24X7 support out of our US Headquarters based in Rockville, MD. Customers are encouraged to use the 3CLogic support portal at support.3clogic.com. The quickest way to get support is to submit a ticket online or send an email to support@3clogic.com. During normal business hours, you can also reach our support group by calling 1-800-350-8656 for high priority problems.

Where Do You Host Your Solution?

We host our solution on Amazon Web Services (AWS). AWS offers a complete set of infrastructure and application services that enable you to run virtually everything in the cloud: from your inbound and outbound service to all the Contact Center performance and management reports. AWS is a secure, durable technology platform with industry-recognized certifications and audits: PCI DSS Level 1, ISO 27001, FISMA Moderate, HIPAA, and SAS 70 Type II. AWS services and data centers have multiple layers of operational and physical security to ensure the integrity and safety of your data. Instead of waiting weeks or months for hardware and software, you can instantly deploy a new Contact Center, instantly scale up as your workload grows, and instantly scale down based on demand. Whether you need a few Contact Center seats or thousands, whether you need them for a few weeks or for a few months, you still only pay for what you use. One of the key benefits of cloud computing is the opportunity to replace up-front capital infrastructure expenses with low variable costs that scale with your business.

Why Is 3CLogic’s Solution Better For Security And Compliance?

Since all telephony related functions and triggers are executed on the rep’s desktop, sensitive and confidential data does not have to travel over the public Internet or stored in the cloud. All your sensitive data including call recordings can reside on your local servers, and as the call progresses, the confidential data on your servers is pulled in at call connect time along with data in the cloud to present a unified view to the rep. Confidential data such as social security numbers and credit card numbers never leave your premise. Using as little information as a customer’s incoming phone number, confidential data is retrieved from the local servers, and combined with data in the cloud that is retrieved using a secure https connection to be presented to the rep. 3CLogic also provides the ability to dynamically stop call recording when the rep is executing a credit card transaction and restart the recording once the rep is done with taking the credit card information.

Because Of Security And Compliance Reasons I Cannot Let Call Recordings Be Stored In The Cloud; Where Does 3CLogic Store Call Recordings?

Option 1: Call recordings take place on the rep’s desktop and are stored on your local server. At the end of the call, recording for that call is transferred from the rep’s desktop to your local server. Note that none of the call recordings leave your premise. This is different than other centralized Call Center platforms which record calls centrally and then store them either in the cloud or transfer them to a server on your premise over the public internet.

Option 2: Call recordings still take place on the rep’s desktop. At the end of every call, the recording is uploaded to the cloud using a secure https connection. You have the option of saving the recordings in the cloud. In either case, recording for any call can be retrieved instantly from 3CLogic’s management portal by clicking on a hyperlink.

Does 3CLogic Offer An IVR?

3CLogic offers its own IVR and can also integrate with other SIP-based IVRs.

I Want The Ability To Make Changes To My IVR And I Want To Make These Changes Frequently. Can I Do This On 3CLogic’s IVR?

3CLogic provides an online graphical user interface to configure and manage your IVR tree and rules. You have complete control over when you want to make changes or redesign the IVR tree and rules. Unlike other solutions, you don’t have to submit requests and wait for someone to make changes to your IVR.

Can I Use My Own VoIP Carrier For Origination And Termination?

Yes, you can use your own VoIP carrier for termination and origination. Please allow a minimum of five working days to do integration and testing of the 3CLogic system with the VoIP carrier of your choice. There may be additional fees involved. Please check with your Account Representative for details.

I Don’t Want To Use VoIP; Can I Use My Existing Carrier And Lines?

While 3CLogic is a VoIP application based on SIP, you can use your existing trunks that you may already have from your carrier. A VoIP Media Gateway will have to be installed at your site so that these trunks can interoperate with the 3CLogic system which is completely SIP-based. For a list of Media Gateways that 3CLogic interoperates with, please contact your Account Representative.

How Does 3CLogic Protect Its Service From Carrier And Hosting Facility Outages?

The system is hosted in a redundant configuration in a secured hosting facility on Amazon Web Services. In case of a failure, redundant servers in an alternate availability zone take over the functions of the primary system. The redundant servers are distributed geographically in different availability zones to protect from Amazon Web Services’ outages.

Frequently Asked Questions

Below you will find answers to the questions we get asked the most about 3CLogic’s cloud Contact Center software.