3CLogic, a provider of cloud contact center solutions, has announced its selection by a worldwide manufacturer and retailer of cookware and kitchen tools to power its customer service operations, the company said.
The company chose 3CLogic´s Total Cloud Contact Center hosted on Amazon Web Services (AWS) for its ability to offer deep integration with its Microsoft Dynamics CRM platform, advanced analytical capabilities, and to replace its existing Avaya on-premise telephony for a more modern solution.
Driven by a need to enhance and easily modify the customer journey, the firm required a solution capable of enabling dynamic and personalized routing of incoming customer inquiries based on known data already stored in its CRM. In addition, to address its limited view into agent work and metrics, the organization required a platform capable of associating agent activities to relevant CRM records for improved reporting and performance accountability.
The desire for a more CRM-centric approach to customer service by customer support teams and helpdesks marks a growing trend amongst enterprise organizations, as they seek to shrink the number of platforms they rely on to serve their clientele. In addition, as cloud adoption continues to expand, organizations are eagerly seeking alternatives to on-premise and legacy systems to drive down costs while enabling richer integration between solutions.
3CLogic is a Microsoft Appsource listed solution, offering a number of features including IVR, ACD, CTI, skills-based routing, record screen-pop, text-to-speech, SMS, analytics, etc. As the implementation moves forward, the firm also has plans to extend the capabilities and integration to its IT Services division, to include integration with ServiceNow®. For more information, visit www.3clogic.com.