In the News

The very latest 3CLogic news coverage.

  • Six customer engagement trends impacting contact centres in 2016

    March 22, 2016

    The contact centre space has rapidly undergone a long list of overdue changes in recent years and the momentum is not expected to slow down as 2016 unfolds. From SaaS integration to cloud adoption and the expansion of digital channels, there are a number of communication trends confronting the industry that every contact centre should be aware of in order to stay ahead of customer needs and expectations in 2016.
  • 3CLogic Offers API to Support New Channels, Partners with HelpSocial

    June 22, 2015

    Chat, email, mobile, SMS, video, voice – the number of channels that customer service needs to support is rapidly proliferating. And it doesn’t make sense to reinvent the wheel every time. In accordance with this idea, 3CLogic has introduced an API model called the Asynchronous Communications Channel through which it abstracts communications so that traffic can run over any channel and allow for intelligent routing.
  • Home & Land Integrates CRM and Analytics

    June 10, 2015

    A provider of marketing services to the real estate industry turned to a sophisticated approach to increase sales: analytics and a cloud-based CRM system.
  • Smart Customer Care in a Multichannel World

    June 1, 2015

    As technology and consumer preferences continue to evolve, the importance of maintaining a smart customer service strategy has largely remained the same. Point in case, companies listed on the S&P 500 grew approximately 55% over the previous seven years compared to 77% for those companies focused on the customer experience. Those who lagged had a negative yield of 2.5% over the same period. But as new and existing channels continue to expand and alter the communication landscape, the challenge of maintaining a smart customer care strategy in today’s multichannel world implies a need to evolve traditional business practices as thumbnail.
  • The Challenges of Using Social Media for Customer Support Initiatives

    April 6, 2015

    The emergence of social media over the past decade has revolutionized the way businesses interact with their customers. And as enterprises have gradually discovered the general merits of a thumbnail-managed social media platform, many are attempting to tackle the broader challenge of applying it to customer service. In fact, according to the International Customer Management Institute, 67 percent of contact center executives believe social media is a necessary customer service communication channel. That is good news, since by the end of 2015, 80 percent of companies are expected to adopt social media to help address customer service needs, an Aberdeen Group study finds.
  • How to Select a CRM System

    April 1, 2015

    Whether it's your first solution or your fourth, these tips will help make the vendor selection process easier.
  • Call Center CRM Adoption Is Just the Beginning

    February 24, 2015

    A disconnect currently exists between the customer service experience businesses think they deliver and their customers’ perception. While 80 percent of companies believe they deliver superior service, only 8 percent of consumers agree. Yet the disparity is by no means due to any lack of intent on the part of most organizations, with 80 percent wanting to use customer service as means of competitive differentiation. It’s actually the result of poor execution.
  • 3CLogic Adds WebRTC Real-Time Calling To Its Cloud Contact Center Platform

    February 10, 2015

    Contact Center Solutions provider 3CLogic today announced the recent adoption of Web Real-Time Communications (WebRTC) technology as the latest enhancement to its product offering. Current and future enterprise clients will be able to seamlessly interoperate with any WebRTC originated calls or chats when utilizing 3CLogic’s complete suite of features and services. Among the benefits now available is the ability to provide consumers with browser-based click-to-call and click-to-chat, enabling them to contact an enterprise from any Internet-connected platform: PC, tablet, or mobile without relying on traditional telephony carriers.
  • Call Recording Roundup

    January 26, 2015

    Whether used for coaching, productivity enhancement, regulatory compliance, or other purposes, call recording is garnering a lot of interest lately for its ability to make organizations more efficient and effective. Here’s a rundown of some of the leading players in the call recording market place.
  • Three Ways To Truly Leverage Multichannel Communications in 2015

    January 12, 2015

    The role of multichannel communications in contact centers has grown increasingly complex as consumer preferences continue to evolve. In fact, as early as 2013, 25% of consumers already utilized one to two channels when seeking customer care and 52% used three to four—a far cry from the simple switchboard days. Fast-forward to today and the percentages have grown, as have the number of total channels, including phone, email, text, chat, social media, and video. But while many celebrate the efficiency and flexibility modern communication brings to the fray, the ability to meet the needs of a multichannel world are not without its challenges.
  • Self-Service Won’t Win You Customers – Customer Service Will

    December 12, 2014

    In a world driven by the customer experience, businesses have quickly come to accept that they are outnumbered and out-gunned. Despite the use of CRM software and other platforms to help facilitate the customer experience, consumers are simply more informed, less patient, and generally more technologically savvy than those attempting to service them.
  • Top 5 Customer Service Trends Facing Contact Centers for 2015

    December 4, 2014

    The contact center space has undergone a long overdue and rapid list of changes over recent years and the momentum is not expected to slow as we move into the New Year. In fact, a recent 2014 North American Call Center Survey has revealed approximately 78 percent of today’s call centers are premised-based with 70 percent considering a move to the cloud. Factor in the added complexities brought on by a multichannel world in which 52% of consumers utilize three or four channel platforms (phone, email, video, text, chat, social media) when seeking customer care and the extent of the contact center revolution taking place quickly becomes evident. But with so many possibilities what should one expect to see unfold in 2015?
  • Shape Tomorrow's Contact Center with AWS

    December 4, 2014

    The cloud space is showing now signs of slowing down as we turn the corner and make way for the New Year. In fact, cloud computing spending is projected to reach $155 Billion by 2015, up from $46.4 Billion in 2008, as the deployment of cloud infrastructures continues to expand. Driving the adoption of cloud is the increasing need for businesses to have the resources and operational flexibility to adapt to changes in market and consumer demand as the importance of the customer experience continues to lead today’s business initiatives. As it specifically relates to the contact center industry, the introduction of cloud has fundamentally changed an industry that was otherwise largely left unchanged for decades. And while the argument between private and public cloud rages on, the value and benefits Amazon Web Services (AWS) brings to the space are difficult to ignore.
  • Making Contact with the Internet of Things Community

    October 08, 2014

    When it comes to the IoT Evolution, we are facing major changes in what we share and in what is known about us. The result is that the contact center can have access to resources and information that helps expand quality of service. I had the opportunity to interview Raj Sharma the CEO of 3CLogic who explained to me what we should see as the impact of IoT in terms of service. What I find the most fascinating in the discussion is the focus on Fog Computing and the impact of cloud service models within the Enterprise.
  • Smart Customer Service Begins—and Ends—at the 'Edge'

    October 7, 2014

    The need to improve the customer experience remains an ongoing challenge and point of contention for contact centers, with many looking to the cloud to meet the demands of today's connected consumer. Unfortunately, for contact center executives, whether cloud first-movers or still in the evaluation phase, the cloud has already fallen behind the customers they need to serve both today and into the future. Burdened by the same traditional hardware and software architectures they seek to break free from, contact centers are faced with the increasingly difficult task of meeting modern-day customer needs without a modern-day solution to do so. How did it come to this?
  • The Best Call Center Software Providers for High Call Volume Businesses, Announced by

    Jul 23, 2014

    SAN FRANCISCO, CA--(Marketwired - Jul 23, 2014) - Call center software is essential to a modern day call center. Landlines can be costly and inefficient for a call center business. Phone bills can easily rise while hours are spent looking for numbers to call, rather than talking with potential customers. With VoIP software, a call center can cut down on the telephone bills while reaching a much broader audience. Specialists at recently came together to decide on the best call center software providers for businesses with high call volumes. For their list the specialists looked at the software itself, the price, additional features and more:
  • The Contact Center Revolution

    Jul 2, 2014

    The 2014 North American Call Center Survey reveals that while 78 percent of contact centers today are premises-based, the vast majority (70 percent) plan to move to the cloud. Did someone say revolution?
  • Contact Centers Challenged by a Unified Communications Business Case

    June 30, 2014

    Today's communication technology is revolutionizing contact centers, but taking the leap into unified communications (UC) doesn't suit everybody. SearchUnifiedCommunications spoke with Robert Killory, chief customer officer of Rockville, Maryland-based 3CLogic, a cloud-based contact center service provider, about the challenges facing contact centers looking for a competitive edge. This Q&A discusses how contact centers can capitalize on new communication methods and explains why a unified communications business case will be a saving grace for anyone looking to embark on a UC deployment.
  • 2014 CRM Service Elite Award: 3CLogic Helps Home Buyers Gain Financial Footing

    March 14, 2014

    The mortgage crisis of 2008 left an unprecedented number of homeowners with bad credit. Many are bouncing back, but bad credit scores may still haunt them. Rising Point Solutions works with realtors and mortgage lenders to find these consumers and help them come up with solutions to their credit problems.
  • Rising Support for Automatic Dialers

    October 17, 2013

    Rising Point Solutions helps consumers overcome their credit problems, but when it came to customer service, the company had a long list of problems of its own. The company, based in Grapevine, TX, works with mortgage lenders and home builders to help potential home buyers with less-than-perfect credit ratings clean up their credit histories so they can qualify for home loans......