SOLUTION | BY PLATFORM | SALESFORCE

Exceed Customer Expectations With 3CLogic and Salesforce

Equip your agents with 3CLogic’s Salesforce contact center solution – available for both Salesforce Sales Cloud and Salesforce Service Cloud – to give them the information and tools they need to deliver exceptional experiences that translate to business results.

Schedule demo

Salesforce CRM Call and Contact Center Integration | 3CLogic

Modernize your CRM to streamline the experience for customers and agents

With a seamless integration for Salesforce, 3CLogic’s Cloud Contact Center enhances your existing service channels with advanced voice solutions, such as speech analytics and intelligent call routing, that empower your agents to achieve sales, marketing, and customer service objectives. An automated screen pop of relevant customer information ensures agents are prepared to deliver optimized experiences every time.

Interactive Voice Response (IVR)

Create intelligent voice workflows voice workflows

With 3CLogic’s intuitive drag-and-drop IVR Conversation Designer, contact center managers can create dynamic call flows that leverage Salesforce CRM data. Easily configure simple or complex routing rules to ensure customers are always directed to the best resolution or qualified agent.

Voice Self-Service

Leverage automation to drive efficiency and minimize administrative tasks

3CLogic’s voice-enabled self-service capabilities empower customers to resolve their own issues, freeing agents to refocus their attention on complex interactions where they’re truly needed. Automated call logging and recording ensures that every customer interaction is synced to your Salesforce instance, auto-creating a new Lead or Case or updating an existing Salesforce record. Plus, advanced speech-to-text technology minimizes errors and manual tasks by recording and transcribing calls.

Intelligent Engagements

Demystify customer interactions with advanced Speech Analytics

Quickly identify key points of interest with 3CLogic’s Speech Analytics, powered by Observe.AI, rather than manually reviewing phone calls. Leverage Natural Language Processing (NLP) to discover not only what customers and agents are saying, but how they’re saying it. With a deeper understanding of customer and agent tone and sentiment, you can proactively identify issues and swiftly intervene.

Computer Telephony Integration

Simplify agents’ lives with Click-to-Call, Click-to-Text, and Screen Pops

Empower your agents to provide exceptional customer service efficiently. With 3CLogic’s embedded Computer Telephony Integration (CTI), starting a phone call or sending an SMS message for an active Salesforce CRM phone number just takes the click of a button. Automated data-rich screen pops quickly deliver customer information to agents, enabling them to provide personalized experiences and optimize first call resolutions.

3CLogic-Enable-SMS-for-Convenient-Patient-Services-1

Reporting & Dashboards

Gain unprecedented insight into customer satisfaction and agent performance

Understand the big picture with real-time reporting that enables managers to easily spot performance over time or drill down into specific KPIs to make targeted improvements. Because 3CLogic integrates with Salesforce, you can also fold your telephony data into dashboards from your digital channels to gain a 360-degree view of performance. Leverage automated reports to spend less time manually combing through data and more time driving impact.

Platform Integrations

Integrated with the platforms you already have

3CLogic’s AI and contact center solutions are purpose-built to integrate with the systems you already use, driving unified and enhanced customer experiences.

Still curious? Read our top FAQs.

How can a Salesforce contact center integration improve customer service efficiency?

When integrating a contact center solution with Salesforce, agents and supervisors are empowered with the information and tools they need to deliver outstanding customer experiences — all through the platform they already use. With call handling, intelligent routing, self-service, and automated post-call processes streamlined through the Salesforce platform, your team is supercharged with an omnichannel view of customer engagements. As a result of having all customer engagement and records in one place, it becomes easy to quickly make data-driven decisions to optimize workflows, boost agent productivity, and deliver seamless customer experiences.

Can a Salesforce integration be used to manage omnichannel customer interactions?

With an embedded CTI solution, such as 3CLogic’s Computer Telephony Integration, the Salesforce platform can be used to manage omnichannel customer integration. Customer engagement for voice and SMS are embedded within the Salesforce platform and accessible through a screen-pop. When all customer interactions are available through a unified platform view, agents can effortlessly deliver better customer service.

Loved by business and individuals across the globe.

I would highly recommend reaching out to 3cLogic for your CTI/call center needs.

Brannon Breau

Morgan & Morgan PA

Excellent CTI product and implementation with the 3CLogic team completed successfully. Our 2 call queue have a much better experience with this product.

Melissa Bennet

Devon Energy

We've used 3CLogic as our phone systems integration solution with ServiceNow for around 4 years. From initial implementation through our current usage they have been responsive and a great partner to work with.