Streamline workforce management — from back-office to front-office

3CLogic - Verint WFM Contact Center Integration | 3CLogic

Key benefits

Optimize your workforce efficiency, improve processes, and facilitate better customer engagements while enhancing your overall performance with 3CLogic’s integration with Verint Workforce Management (WFM) and Workforce Optimization (WFO) platform. With automated CX capabilities available through a unified workspace, your organization can improve workforce efficiency and flexibility.

Quality Performance Monitoring
Forecasting and Scheduling
Real-Time Insights

Workforce optimization with 3CLogic & Verint

1
Quality Performance Monitoring
Easily report and analyze agent performance with real-time insights

There’s no such thing as too informed. Observe and evaluate agent performance in real-time, using KPIs, recordings, dashboards, and customizable reports — across multiple channels, such as voice and SMS. With 3CLogic, insights are pushed directly to your CRM or service management platform to create a comprehensive and unified workspace.
2
Forecasting and Scheduling
Increase customer satisfaction with proactive customer service

Improve performance by leveraging your agents' strengths and areas of expertise. Forecast your agents in minutes to meet customer service demands, and proactively adjust agent schedules based on skill requirements to ensure customers are connected with the right agent for their needs, decreasing handling times and improving the customer experience.
3
Real-Time Insights
Optimize workflows and processes in real-time

Gain real-time insights into agent status and performance, and track agent adherence to ensure SLAs and requirements are efficiently met, driving excellent customer service. With information delivered immediately, supervisors can provide proactive feedback and address escalated issues instantly.

Product Capabilities

Out-of-the-box capabilities

Reliable, secure, and powerful. Configured to your needs.

Agent Optimization (CTI)

Seamlessly manage voice and SMS interactions in your CRM.

AI and Automation

Streamline workflows, advance your analytics, supercharge the self-service center, and deliver intelligent coaching.

Conversational AI

Reduce labor costs with human-like, personalized interactions and automated task management for repeatable inquiries.

SMS Engagement

Drive effective customer interactions with easy alerts & notifications, and one-click outreaches.

Intelligent Interactions (IVR)

Gain full control over the customer journey with automated insights and intelligent routing options.

Reporting and Dashboards

Leverage comprehensive data sets for deep insights and strategic decision-making.

Speech Analytics and Coaching

Automatically translate every customer conversation into actionable insights.

Secure Payment Processing

Provide seamless and secure payment experiences through voice and digital channels.

Click to Call

Improve connection rates, agent talk-time, and general agent efficiency with outbound call capabilities.

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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.