Rockville, MD, USA, May, 2020 -- 3CLogic, a provider of cloud contact center solutions, announced its latest partnership with Observe.AI, a speech analytics platform designed to accelerate and improve the analysis of recorded customer calls and interactions.
"Our new partnership will allow 3CLogic customers to monitor 100% of agent calls and improve efficiencies in onboarding, training, and compliance workflows to transform agent performance and create a significantly better customer experience," said Sharath Keshava Narayana, Chief Revenue Officer of Observe.AI. "We’re looking forward to bringing the power of Voice AI and analytics-driven Quality Management to the 3CLogic Analytics solution."
The partnership between 3CLogic and Observe.AI will provide enterprise organizations a streamlined and automated approach to quickly transcribe and mine engagements between agents and end-customers or employees in near real time using SpeechNLP.
"Voice conversations house a wealth of extremely valuable information such as a customer's pain points and how agents resolve the issues. Untapped and inaccessible until now, there exists a critical business imperative to bring this 'dark data' into the light," explains Vikas Nehru, Chief Technology Officer at 3CLogic. "Insights gained from voice conversations must also be woven into the fabric of business operation systems, such as ServiceNow, to ensure the insights are fully leveraged to drive change in the organization and increase workflow agility."
The announcement comes as 3CLogic continues to expand its presence in global enterprise organizations and across departments, including Customer Service, Human Resources, and IT helpdesks. The initial solution will be available this Summer as an extension of 3CLogic’s existing cloud product offering and will also include the option to integrate with ServiceNow(R) Customer Service Workflows, IT Service Management, and Employee Workflows.
Posted by Veronica Silva Cusi, news correspondent
3CLogic offers a complete suite of inbound, outbound, and blended cloud-based contact center solutions based on an innovative distributed approach (Virtual Telephony Application Grid or V-TAG) that eliminates the need for legacy server-centric architecture. Providing companies with a 360-degree view of all their customer interactions, regardless of the channel chosen, 3CLogic’s solutions allow for a timely and accurate means by which to offer first call resolutions. As a true cloud software solution, hosted on AWS, it offers seamless integration with other cloud-based solutions, including CRM and WFM, while providing market-leading security, scalability, and reliability. Finally, in addition to traditional contact center features (i.e. multichannel communication, IVR, ACD, predictive dialer, etc.) 3CLogic provides a powerful reporting framework with business analytics and real-time scripting engine.
Observe.AI empowers support representatives in call centers worldwide to become Super Agents and provide exceptional, more human customer service experiences. Founded in 2017, Observe.AI is headquartered in Santa Clara, California with an office in Bangalore, India, and is funded by Nexus Venture Partners, Emergent Ventures and Y Combinator.
Published: Tuesday, May 19, 2020
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