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News : 3CLogic Announces New Cloud Call Center Solution for MS Dynamics 365

#contactcenterworld, @3clogic, @msftdynamics

Rockville, MD, USA, July 28, 2020 -- 3CLogic, a provider of cloud contact center solutions, announced its latest release for Microsoft Dynamics 365. The announcement comes on the heels of its recent integration with Microsoft Teams, as the company continues to broaden its offering for the customer relationship management platform.

As enterprises look to digital channels and self-service to drive more efficient customer outcomes, recent global events, such as the ongoing COVID-19 pandemic, have revealed how voice remains a key part of the customer service and sales value chain. Per a recent CCW June Market Study, 65% of companies admit very few (if any) interactions are resolved without live agent assistance.

"Disconnected systems, cumbersome desktop user interfaces, and too many competing applications remain among the top challenges for agents and enterprises today," explains Denis Seynhaeve, CEO at 3CLogic. "The seamless integration of voice as a complement to Microsoft Dynamic’s existing digital channels and workflows is the key to providing superior customer experiences. We pioneered the approach with ServiceNow and look forward to solving the same hurdles for Dynamics users as part of their digital transformation efforts."3CLogic.Microsoft.Dynamics.365.Cloud.Updated.Call.Center.Integration


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The new 3CLogic offering is designed to empower enterprise organizations to manage customer or sales engagements, while extending their investment in Microsoft Dynamics CRM – all from one unified agent and administrative platform.

"We designed our solution to fit as a blade within the existing Microsoft Dynamics suite so that call center features and functions are natively available from a single management workspace for both managers and agents alike. No more toggling between screens, relying on external technical resources to manage the customer journey, or disparate data scattered across platforms," states Denis. "Its simply a better all around approach that allows end-users to continue to leverage the best of Microsoft Dynamics 365 while integrating advanced speech-enabled and call center functionality for a complete omnichannel solution."

3CLogic is a certified application on Microsoft’s AppSource(R) with active enterprise deployments across four continents. The new release will be available to the general public late Summer 2020.

#contactcenterworld, @3clogic, @msftdynamics

Posted by Veronica Silva Cusi, news correspondent
Source: https://blog.3clogic.com


About 3CLogic:
Company Logo3CLogic 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.
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About Microsoft Dynamics CRM:
Company LogoCRM software from Microsoft Dynamics CRM offers customer relationship management and crm online solutions for sales, customer service, and marketing.
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Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Thursday, July 30, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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