3CLogic Adds WebRTC to its Contact Center Solution

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Extends current cloud offering and enhances the multichannel customer experience with Web Real-Time Communications Technology

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Consumers are increasingly depending on web applications to communicate – via tablet, laptop, or mobile – and the Internet is becoming the new highway for those interactions with applications, such as 3CLogic’s, facilitating the connections.

3CLogic, delivering next-generation multichannel cloud contact center solutions, today announced the recent adoption of Web Real-Time Communications (WebRTC) technology as the latest enhancement to its product offering. Current and future enterprise clients will be able to seamlessly interoperate with any WebRTC originated calls or chats while still enjoying 3CLogic’s complete suite of features and services. Among the immediate benefits will be the ability to provide consumers with browser-based click-to-call and click-to-chat, enabling them to contact an enterprise from any Internet platform, PC, tablet, or mobile without relying on traditional telephony carriers.

The move toward WebRTC comes as consumers continue to require easier means by which to communicate with businesses and as major providers, including Firefox and Chrome, begin to accept it as the next standard. The technology provides for a more reliable, easier to implement, and less complex infrastructure which will both enhance the customer experience while facilitating enterprise businesses of all sizes to offer the latest in client communication.

“The world of communication is currently undergoing a massive shift as web-providers begin to overtake telephony carriers as the preferred means of communication,” states Raj Sharma, President of 3CLogic. “Consumers are increasingly depending on web applications to communicate – via tablet, laptop, or mobile – and the Internet is becoming the new highway for those interactions with applications, such as 3CLogic’s, facilitating the connections.”

Among the benefits to 3CLogic’s current and future clients will be:

  •     Access to 3CLogic’s complete contact center solution without any requirements to download software.
  •     Platform and browser independence across applications.
  •     Ability to deploy a complete contact center solution without the need for IT Resources.
  •     Addition of video capabilities.
  •     Internet-based calling that facilitates multichannel communications while removing the dependency on carriers.

“We are very excited by the possibilities and flexibility WebRTC will bring to our offering and what it means for our clients. Most importantly, it represents our commitment to providing the latest in customer communication,” explains Raj.

Current clients can extend their customer experience programs with the added WebRTC functionality without any action required on their part. The enhanced features and benefits will be made available during the late March product release.

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 or blog.3clogic.com.

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Carmen Harris
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