Both enterprise and call center organizations are increasingly forgoing pure cloud deployments in favor of hybrid cloud models which allow for the combined use of existing platforms with new modern cloud-enabled applications.
Rockville, MD (PRWEB) June 14, 2016
3CLogic, a leading provider of cloud contact center solutions, today announced its new and enhanced Computer Telephony Integration (CTI) for SugarCRM. The announcement comes shortly following 3CLogic’s latest release regarding its new Hybrid Cloud offering designed to extend on-premise infrastructures (i.e.: Cisco, Avaya, etc.) with cloud enabled call center features and flexibility, a strategy designed to complement platforms such as SugarCRM’s.
“We recognize both enterprise and call center organizations are increasingly forgoing pure cloud deployments in favor of hybrid cloud models which allow for the combined use of existing platforms with new modern cloud-enabled applications,” states Denis Seynhaeve, CEO at 3CLogic. “Our new CTI for SugarCRM is meant to help bridge the best of both world’s with the ultimate goal of enhancing sales and customer service initiatives.”
The end-to-end and multichannel solution will provide a diverse set of features and functionality via APIs, including:
- New browser-based UI and CTI for inbound, outbound, or blended call requirements.
- Ability to operate using existing on-premise telephony systems (Cisco or Avaya) or via pure cloud offering.
- Intelligent routing of calls using Sugar data and objects.
- Skills-based routing.
- Automated rep screen-pop.
- Call and screen recordings embedded within SugarCRM.
- Real-time agent monitoring and quality management tools.
- Integrated call reporting within Sugar’s reporting framework.
“I’m looking forward to 3CLogic’s new integration for the Sugar platform,” said Mark Weitzel SugarCRM’s Senior Director, Worldwide ISV Alliances. “Their CTI is a great example of how to bring two powerful technologies together in a thoughtful way that helps organizations embrace business transformation and build better customer relationships."
The company is currently exhibiting at SugarCon at booth G5. It will also be spotlight session presenter on Wednesday, June 15th on “How to Extend SugarCRM with Embedded Cloud Communications.” More details are available here.
3CLogic is a leading provider of cloud communication as a service offering a seamlessly integrated multichannel and Computer Telephony Integrations (CTI) platform for today’s enterprise businesses. Designed to complement existing operational workflows and/or on-premise legacy systems, 3CLogic provides a unified 360-degree view to optimize and analyze client interactions for either sales, customer support, or call center organizations. Built on a unique architecture hosted on AWS, 3CLogic provides both a pure or hybrid cloud solution while delivering market-leading security, scalability, system flexibility, and reliability. For more information, please visit http://www.3clogic.com or blog.3clogic.com.