ROCKVILLE, Md.--(BUSINESS WIRE)--3CLogic, the leading provider of cloud contact center software, today announced the continuing success of a top digital-financing firm since implementing its platform. Following the adoption of the 3CLogic solution, the organization continues to enjoy significant annual ROI measured by the exponential growth of the company’s contact center and overall improvement in quality management and operational efficiency.
The finance company selected 3CLogic to help scale its contact center quickly to support aggressive growth plans while integrating seamlessly with its custom-built CRM, as well as Monet WFM and Clearview business intelligence applications.
The value delivered by 3CLogic’s pure cloud integration with the company’s pre-existing solutions, was three-fold:
- Deepened visibility into customer engagements, helping frontline agents improve first-call resolution and caller satisfaction. Streamlined controls within the CTI also enhanced overall agent efficiency.
- Created new administrative controls, opening channels to schedule agents and manage service levels to drive event-driven revenue.
- Improved supervisor visibility into agent productivity and performance to measure and track against business goals.
Initial results indicate 450 percent year-over-year growth in contact center seats, including international expansion in the UK, as well as enhanced visibility for C-suite stakeholders into overall contact center performance metrics.
The company's approach represents a broader, global trend as enterprises seek to run their businesses on a single scalable, cloud-based platform of tightly integrated applications to achieve a consolidated view of both internal and customer-facing communications, as reported by top industry research firm Ovum1.
“The continued growth of our enterprise customer base is a direct result of organizations seeking a cloud-enabled communication platform to modernize and transform their business,” says 3CLogic CEO, Denis Seynhaeve. “This reinforces the trend in the convergence of contact center infrastructure and bordering applications, such as CRM, IVR and WFM, that is occurring - our platform is right at the center and it's leaving us well-positioned to capitalize on demand in this space.”
The digital-finance company is among a series of enterprises that have successfully made the move to cloud-enabled integration with 3CLogic.
3CLogic is a leading cloud contact center platform modernizing enterprise communications with their employees and customers. Built on Amazon Web Services (AWS), the solution provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Salesforce, and SugarCRM. With deployments on four continents and a growing base of Global 2000 clients, 3CLogic drives digital transformation by improving CX, organizational efficiency and reporting insights using dynamic IVR, CTI, AI, advanced analytics, and API-driven integrations. For more information, please visit www.3clogic.com.
1 Ovum, " Key Market Trends to Watch in the Rapidly Changing Customer Engagement Market," April 27, 2018.