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News : 3CLogic Expands AI-Powered Analytics with Medallia Partnership

#contactcenterworld, @3clogic, @medallia

Rockville, MD, USA, Jan. 18, 2024 - 3CLogic announced the integration of its Voice AI, Contact Center, and SMS platform with Medallia, a global provider in customer and employee experience, to extend rich emotion and Conversational AI capabilities to its growing base of international customers. The offering will enable multi-national customers to benefit from Medallia's speech transcription, natural language processing (NLP), AI analytics, and agent coaching features across more than 32 languages.

"We are excited to announce this recent collaboration and partnership," states Guillaume Seynhaeve, VP of Alliances at 3CLogic. "In this age of digital transformation, contact centers remain the backbone of customer and employee service, especially when it comes to addressing complex inquiries. With Medallia, our globally diverse customer base will be able to quickly and seamlessly assess the quality of each engagement to help maximize those experiences at scale regardless of the language."

"The partnership between 3CLogic's Cloud Contact Center platform and the Medallia Experience Cloud will help companies identify the right knowledge and interactions, and deliver tremendous impact to the business," said Alex Glanz, Executive Vice President of Strategy at Medallia. "With the ability to act in real time, modern contact centers around the globe will be able to transform frontline employee and customer experiences. And by meeting customers where they are, we can move them seamlessly across channels to improve the holistic call center experience."

#contactcenterworld, @3clogic, @medallia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


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 Medallia:
Company LogoMedallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world's leading brands, including Four Seasons, GE, Gold's Gym, Sephora, and Zurich Insurance. We enable companies to survey and capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action to improve the customer experience (CX).
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Today's Tip of the Day - Using Predictive Dialers

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

Published: Friday, January 19, 2024

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2024 Buyers Guide Visual Communications

 
1.) 
Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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