Using 3CLogic's Cloud Services for Enhanced Call Center and CRM Integration

By Allison Boccamazzo, TMCnet Web Editor

Having your phone system and customer relationship management (CRM) software as two stand-alone systems has been protocol for many years, but it doesn’t have to be any longer. This can prove to be very detrimental and inconvenient to your call center, as one hand does not know what the other is doing. 3CLogic (News - Alert), a provider of cloud-based call center software, creates the most highly efficient contact centers on the market, and has recently released this video detailing why it’s best to switch to the cloud for a seamlessly operating system.

Did you know that on average, 33 percent of all time spent working on disjointed systems is actually wasted? You do the math – does it look or seem easy to simultaneously work within six separate, open windows to constantly re-evaluate the same information as several disparate systems?

We didn’t think so.

The good thing is that you can eliminate this problem for good by implementing an easy-to-use interface for new and existing prospect management. With proper integration into you current CRM system, reps will always have information on their customers based on the incoming phone number. Most importantly, there won’t be a delay while doing so – something that is unfortunately common in alternative systems.

Sale representatives can call prospects in two ways:

1.)    Embedding 3Clogic Call Control Buttons within salesforce.com. The reps then use a single Salesforce window for editing and finalizing contact information – all while both the Salesforce and 3CLogic systems are updated simultaneously.

2.)    You can also export contacts from salesforce.com and import them into 3CLogic. As the prospect is called, related information from Salesforce is displayed. This option also requires no pop-ups or Internet browsers.

To see what else 3CLogic can do for you and your call center business, click here.

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

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