News : 3CLogic to Power New Call Center for EdTech Solution
Rockville, MD, USA, March 18, 2015 -- 3CLogic, a provider of cloud call center software, announced that K-12 writing platform and educational work flow management solution, Citelighter, will implement its cloud solution to replace the company’s outsourced contact center infrastructure.
With a need for more control and flexibility, Citelighter’s decision to internalize its call center operations comes as a part of a long-term strategy to more effectively manage and oversee its lead nurturing campaigns and business workflows.
"We originally outsourced our call center needs due to our initial fear of managing the technical requirements and general logistics ourselves," explains Saad Alam, CEO of Citelighter. "However, with 3CLogic’s complete cloud solution, we are now able to seamlessly build our own custom call center with complete control over the entire sales cycle and the ability to course correct on-demand when necessary."
Citelighter’s adoption of 3CLogic’s platform will include a custom Salesforce CRM integration designed to facilitate the sales process and speed-to-call initiatives with features including predictive dialer, click-to-call, automatic lead preview, and real-time reporting. "Previously, we lacked any insight into how leads were being managed, by whom, and their effectiveness," explains Saad. "But with 3CLogic’s real-time and customizable reports, we can quickly do a deep dive into any aspect of the call center to see what’s working and what needs attention. It is invaluable."
Providing a software platform designed to help students and teachers with efficient content creation, Citelighter is undergoing significant growth with schools and educational institutions using the solution. Headquartered in Baltimore, Maryland, the company is in the process of doubling its existing sales team.
Posted by Veronica Silva Cusi, news correspondent
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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.
Published: Monday, March 23, 2015