3CLogic’s Next-generation Cloud Contact Center Technology Excels In Benchmark Testing

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Performance assessment tests by independent benchmarking firm, The Tolly Group, showcases superior reliability and scalability with 3CLogic’s unique distributed architecture

cloud call center

Cloud Contact Center Software

“3CLogic has really created a forward-looking technology that allows contact centers and businesses to truly benefit from everything the cloud is, without being bound by the limitations of today’s traditional centralized approaches."

3CLogic, delivering next generation inbound, outbound and blended cloud contact center solutions, recently released the outcome of a third-party benchmark test of its unique Virtual Telephony Application Grid (V-TAG) architecture deployed on Amazon Web Services (AWS).

Testing was performed by third-party validation firm, The Tolly Group, and revealed the following highlights regarding 3CLogic’s technology:

  •     Can easily scale and handle 1,000-plus concurrently active agents on a single AWS-hosted instance
  •     Has no single point of failure, allowing for enhanced business continuity for both large and small deployments
  •     Successfully converts unused client PC resources to create a fault-tolerant VoIP system using its unique V-TAG architecture
  •     Had a maximum CPU utilization of 40 percent at full load of 1,000-plus concurrent agents leaving ample headroom for expansion

As was recently reported by the Wall Street Journal, the limitations of moving all aspects of a business to the cloud has brought to light that the current “Internet of Things” is ill-suited to keep up with today’s growing network demands. As businesses look to the cloud for improved cost efficiency and business adaptability, the increasing burden has the potential to undercut the benefits in the form of service latency and disruptions.

With its V-TAG technology, 3CLogic combines the benefits of the cloud with next-generation “edge computing” to distribute the centralized task of intensive VoIP processing across a “private network” (in the form of agent PCs) created by the individual users themselves. By “off-loading” compute-intensive tasks to the originating devices, V-TAG effectively liberates the cloud to perform only those tasks that cannot otherwise be performed at the “edge”; a key factor in enhancing overall service reliability and scalability.

“3CLogic has really created a forward-looking technology that allows contact centers and businesses to truly benefit from everything the cloud is, without being bound by the limitations of today’s traditional centralized approaches,” said Kevin Tolly, Founder of The Tolly Group.

The Tolly Group’s performance assessment tested 3CLogic’s inbound, outbound, and blended contact center solutions, scaling to 1,000-plus concurrent agents with a full suite of call center capabilities, including real-time dashboards and reporting. In addition, infrastructure reliability testing was performed as the system was put under peak load, while simulating multiple failure scenarios to assess 3CLogic’s ability to maintain business continuity.

“Many of our customers run 24/7 call center operations and expect our cloud contact center service to meet the highest standards of reliability and scalability. With V-TAG and Amazon Web Services, 3CLogic is not only able to meet but exceed these expectations. The Tolly Group benchmark study proves that edge computing can eliminate call center performance bottlenecks and single points of failure that are inherent to traditional centralized server based implementations,” said Raj Sharma, president and CEO of 3CLogic.

3CLogic’s V-TAG architecture also provides enhanced security options, given its ability to allow sensitive customer data to remain within the client’s private network, as opposed to in the cloud.

The complete benchmark report and analysis are available on demand here.

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. For more information, please visit http://www.3clogic.com.

About The Tolly Group
The Tolly Group is the industry's leading provider of third-party testing and validation services for IT products, services and components. Tolly's expertise spans wireless, storage, virtualization/ thin clients, switching, security (including but not limited to: endpoint security, NAC, mobile security, backup and recovery and deduplication), networking, and cloud services. For more information, please visit http://www.tolly.com.

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Carmen Harris
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