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May 31, 2012

3CLogic Unveils New Set of Tools and Functionalities

3CLogic (News - Alert) has expanded its product portfolio with a comprehensive set of new tools and functionalities that are designed to help users evaluate customer service and sales representative performance.

3CLogic explained that it makes use of its own unique V-TAG software and harnesses the latest developments in VOIP and Web 2.0 technologies to make it easy for customers to communicate with their business while also dramatically changing the economics of maintaining their contact center. Users can either deploy the company’s contact center platform in their IT environment or simply use it as a hosted Software-as-a-Service (SaaS) offering.

The company offers cloud- based call center provider on the Amazon Web Services (News - Alert) (AWS) platform and the newly unveiled tools and functionalities are supposed to help businesses easily transition to onshore support branches and overcome the challenges of finding and retaining qualified staff to handle demanding call volumes.

For instance, with the newly released ‘barge’ feature, a call center manager can simply drop in on a representative’s call with a customer and assist them via interaction. With another tool, administrators can seamlessly open all historical and real-time reporting and records with just a click of a button – a functionality that can help enhance the way representative handle a customer’s call.

U.S. Health Advisors acknowledged that the 3CLogic cloud- based contact center made it easy for them to manage representatives from any distance by offering all of the core essentials to monitor and measure its representatives’ performance and efficiency.

“Customers love a positive interaction with representatives that are trained and qualified to assist their needs and inquiries. With the monitoring tools provided by our software, we enable companies such as U.S. Health Advisors to have a crystal clear insight into all recordings, reports, and calls to measure representative performance”, said Ramana Reddy, director of Product Management and Client Services at 3CLogic, in a press release.

Edited by Brooke Neuman

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