"The combined benefits of having a complete contact center solution with advanced WFO capabilities makes sense and is a win-win for both current and future clients"
East Hartford, CT (PRWEB) January 27, 2015
3CLogic, delivering next generation inbound, outbound and blended cloud contact center solutions, and Coordinated Systems, Inc. (CSI), a leader in Workforce Optimization applications, today announced a new partnership. The strategic collaboration is designed to help address and facilitate the ongoing needs of enterprises that require a complete contact center solution with workforce optimization tools and the added ability to interpret and act upon Voice of the Customer (VOC) data collected during client interactions.
With many companies attempting to use customer experience as a competitive differentiator, this partnership promises to deliver significant benefits including:
- Fully integrated contact center and WFO solution
- Voice of the Customer (VOC) data and speech analytics
- Advanced performance monitoring, interaction scoring, and evaluation
- Multichannel communications platform with advanced recording capabilities
- Enhanced customer experience and retention
- Reduced IT footprint and infrastructure costs
“As contact centers increasingly take on the role of relationship centers, the combined benefits of having a complete contact center solution with advanced WFO capabilities makes sense and is a win-win for both current and future clients,” states Guillaume Seynhaeve, Marketing Director at 3CLogic.
“We are truly excited about this partnership and our place in 3CLogic’s feature set”, said Rich Marcia, Marketing Director for CSI. “We’ll be able to ramp up value and deliver rapid ROI with our integrated offering.”
As businesses continue to weigh the importance of the customer experience, the combined integration between 3CLogic and CSI is expected to assist enterprises of all sizes address the ongoing needs of today’s consumer while facilitating the ability to deliver premier level service at all stages of the customer lifecycle.
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. multi-channel 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.
About Coordinated Systems, INC.
Coordinated Systems, Inc., (CSI), enjoying over 40 years in business, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO provides an extremely high value to price and tremendous customer satisfaction. Features available within Virtual Observer include Call Recording, Quality Monitoring, Interaction Scoring & Evaluation, VO Live Screen & Webcam Real-Time Monitoring for Agent Assistance, Rules-Based Screen Capture. Performance & Trending Reports, Dashboard Analytics, Agent Portal & E-Learning, PCI Compliance, Speech Analytics, Desktop Analytics and Workforce Management. For more information, please visit http://www.csiworld.com.