Welcome!

News Feed Item

3CLogic Unveils New Reporting and Scripting Platforms for Its Updated Cloud-based Contact Center Solutions

3CLogic, delivering next generation inbound, outbound and blended cloud-based contact center solutions, today announced its 5.0 software release in which it unveiled its new market-leading Athena Reporting framework, Iris scripting engine, and additional product upgrades. The software release comes at a time when the contact center industry is undergoing a huge technological overhaul, as companies are increasingly adopting cloud-based contact center solutions to replace traditional premise-based options. More importantly, as businesses increasingly look to achieve a competitive advantage via their contact centers by improving customer experience, upselling, and first call-resolutions, the need for accurate and real-time reporting analytics and enhanced scripting engines has never been more crucial and yet so lacking within current solutions. With its new 5.0 software release, 3CLogic aims to fill that gap, while providing companies and supervisors the flexibility, data insight, and tools to easily respond to their clients’ changing needs and expectations.

“Our ongoing mission is to allow contact center executives to focus on what matters - their business,” said Robert Killory, Chief Customer Officer of 3CLogic. “With these new features and enhancements, 3CLogic changes the current passive reporting functions with customizable tools and real-time scripts allowing contact centers to analyze and adapt. The Athena Reporting framework and Iris Scripting engine are a reflection of our continued commitment to providing our clients with the tools they need to successfully focus on their business.”

Athena Reporting

3CLogic’s new Athena Reporting framework provides end-users with intelligent reporting analytics and improves upon the simple reporting and dialer statistics currently offered in the industry. With the ability to create fully customizable reports using call data and other business relevant inputs, Athena Reporting offers contact center leaders the power to manipulate and evaluate any business relevant data points and in real-time. Reports can be viewed across customer service representatives (CSRs), projects, and call centers, all defined within multiple dimensions. More than a standard reporting interface, the Athena Reporting framework also offers the ability to filter any data, save prior reports for future use, statistical analysis, charting, as well as access to the underlying programming code to manage and analyze any report using a simple click-drag-drop user interface.

Iris Scripting Engine

With the new scripting engine, Iris, contact center supervisors can easily create and edit scripts in real time, allowing them to quickly update their agents to any changes to company initiatives or needs, without impacting the work flow within their call centers. More importantly, the feature is user-friendly and does not require any programming background or knowledge of scripting languages. Users can quickly, but effectively create and manage existing scripts, regardless of the level of complexity.

Additional Product Enhancements

In addition to its new Athena Reporting framework and Iris Scripting capabilities, which you can learn more about by clicking here, 3CLogic’s 5.0 software release includes:

  • Improved dashboards with new fields to facilitate and provide supervisors with quick illustrative overviews of the trends and metrics within the call center, agent, and project(s), tied directly to data within the Athena Reporting framework.
  • Call conferencing and transfer functionalities that permit customer service representatives to add and remove participants at will.
  • Enhanced incoming call messaging features allowing agents to preview relevant and essential incoming caller information in a separate pop-up, without affecting their current project/screen.
  • IVR design upgrades to allow users to configure their IVR to transfer calls directly without requiring any input from the caller.
  • Improved “Whisper” features to allow supervisors to dynamically instruct an agent while on call, without the customer being aware of the verbal exchange and coaching.
  • “Forced Presence Reasoning” that allows administrators to require agents to specifically state their reasons for changing their availability status.

About 3CLogic

3CLogic, headquartered in Rockville, MD, offers a full suite of cloud based inbound, outbound and blended customer interaction channels such as voice, chat, and social media, which integrate with existing Customer Relationship Management (CRM) software. This integration provides businesses with a 360-degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic's cloud based Contact Center, companies have more accurate and timely information about their prospect or customer; and, they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information on 3CLogic visit the web site at www.3clogic.com.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
All organizations that did not originate this moment have a pre-existing culture as well as legacy technology and processes that can be more or less amenable to DevOps implementation. That organizational culture is influenced by the personalities and management styles of Executive Management, the wider culture in which the organization is situated, and the personalities of key team members at all levels of the organization. This culture and entrenched interests usually throw a wrench in the work...
In his General Session at DevOps Summit, Asaf Yigal, Co-Founder & VP of Product at Logz.io, will explore the value of Kibana 4 for log analysis and will give a real live, hands-on tutorial on how to set up Kibana 4 and get the most out of Apache log files. He will examine three use cases: IT operations, business intelligence, and security and compliance. This is a hands-on session that will require participants to bring their own laptops, and we will provide the rest.
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
@DevOpsSummit at Cloud taking place June 6-8, 2017, at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developm...
A look across the tech landscape at the disruptive technologies that are increasing in prominence and speculate as to which will be most impactful for communications – namely, AI and Cloud Computing. In his session at 20th Cloud Expo, Curtis Peterson, VP of Operations at RingCentral, will highlight the current challenges of these transformative technologies and share strategies for preparing your organization for these changes. This “view from the top” will outline the latest trends and developm...
"LinearHub provides smart video conferencing, which is the Roundee service, and we archive all the video conferences and we also provide the transcript," stated Sunghyuk Kim, CEO of LinearHub, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
When you focus on a journey from up-close, you look at your own technical and cultural history and how you changed it for the benefit of the customer. This was our starting point: too many integration issues, 13 SWP days and very long cycles. It was evident that in this fast-paced industry we could no longer afford this reality. We needed something that would take us beyond reducing the development lifecycles, CI and Agile methodologies. We made a fundamental difference, even changed our culture...
Things are changing so quickly in IoT that it would take a wizard to predict which ecosystem will gain the most traction. In order for IoT to reach its potential, smart devices must be able to work together. Today, there are a slew of interoperability standards being promoted by big names to make this happen: HomeKit, Brillo and Alljoyn. In his session at @ThingsExpo, Adam Justice, vice president and general manager of Grid Connect, will review what happens when smart devices don’t work togethe...
"There's a growing demand from users for things to be faster. When you think about all the transactions or interactions users will have with your product and everything that is between those transactions and interactions - what drives us at Catchpoint Systems is the idea to measure that and to analyze it," explained Leo Vasiliou, Director of Web Performance Engineering at Catchpoint Systems, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York Ci...
The 20th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held June 6-8, 2017, at the Javits Center in New York City, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal ...
@DevOpsSummit taking place June 6-8, 2017 at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. @DevOpsSummit at Cloud Expo New York Call for Papers is now open.
SYS-CON Events announced today that Dataloop.IO, an innovator in cloud IT-monitoring whose products help organizations save time and money, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Dataloop.IO is an emerging software company on the cutting edge of major IT-infrastructure trends including cloud computing and microservices. The company, founded in the UK but now based in San Fran...
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
Discover top technologies and tools all under one roof at April 24–28, 2017, at the Westin San Diego in San Diego, CA. Explore the Mobile Dev + Test and IoT Dev + Test Expo and enjoy all of these unique opportunities: The latest solutions, technologies, and tools in mobile or IoT software development and testing. Meet one-on-one with representatives from some of today's most innovative organizations
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.