#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:
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.
About Microsoft Dynamics CRM:
CRM software from Microsoft Dynamics CRM offers customer relationship management and crm online solutions for sales, customer service, and marketing.
Published: Thursday, July 30, 2020
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