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
"Storpool does only block-level storage so we do one thing extremely well. The growth in data is what drives the move to software-defined technologies in general and software-defined storage," explained Boyan Ivanov, CEO and co-founder at StorPool, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
ChatOps is an emerging topic that has led to the wide availability of integrations between group chat and various other tools/platforms. Currently, HipChat is an extremely powerful collaboration platform due to the various ChatOps integrations that are available. However, DevOps automation can involve orchestration and complex workflows. In his session at @DevOpsSummit at 20th Cloud Expo, Himanshu Chhetri, CTO at Addteq, will cover practical examples and use cases such as self-provisioning infra...
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory? In her Day 2 Keynote at @DevOpsSummit at 21st Cloud Expo, Aruna Ravichandran, VP, DevOps Solutions Marketing, CA Technologies, was jo...
As Marc Andreessen says software is eating the world. Everything is rapidly moving toward being software-defined – from our phones and cars through our washing machines to the datacenter. However, there are larger challenges when implementing software defined on a larger scale - when building software defined infrastructure. In his session at 16th Cloud Expo, Boyan Ivanov, CEO of StorPool, provided some practical insights on what, how and why when implementing "software-defined" in the datacent...
Blockchain. A day doesn’t seem to go by without seeing articles and discussions about the technology. According to PwC executive Seamus Cushley, approximately $1.4B has been invested in blockchain just last year. In Gartner’s recent hype cycle for emerging technologies, blockchain is approaching the peak. It is considered by Gartner as one of the ‘Key platform-enabling technologies to track.’ While there is a lot of ‘hype vs reality’ discussions going on, there is no arguing that blockchain is b...
Blockchain is a shared, secure record of exchange that establishes trust, accountability and transparency across business networks. Supported by the Linux Foundation's open source, open-standards based Hyperledger Project, Blockchain has the potential to improve regulatory compliance, reduce cost as well as advance trade. Are you curious about how Blockchain is built for business? In her session at 21st Cloud Expo, René Bostic, Technical VP of the IBM Cloud Unit in North America, discussed the b...
You know you need the cloud, but you’re hesitant to simply dump everything at Amazon since you know that not all workloads are suitable for cloud. You know that you want the kind of ease of use and scalability that you get with public cloud, but your applications are architected in a way that makes the public cloud a non-starter. You’re looking at private cloud solutions based on hyperconverged infrastructure, but you’re concerned with the limits inherent in those technologies.
Is advanced scheduling in Kubernetes achievable?Yes, however, how do you properly accommodate every real-life scenario that a Kubernetes user might encounter? How do you leverage advanced scheduling techniques to shape and describe each scenario in easy-to-use rules and configurations? In his session at @DevOpsSummit at 21st Cloud Expo, Oleg Chunikhin, CTO at Kublr, answered these questions and demonstrated techniques for implementing advanced scheduling. For example, using spot instances and co...
The use of containers by developers -- and now increasingly IT operators -- has grown from infatuation to deep and abiding love. But as with any long-term affair, the honeymoon soon leads to needing to live well together ... and maybe even getting some relationship help along the way. And so it goes with container orchestration and automation solutions, which are rapidly emerging as the means to maintain the bliss between rapid container adoption and broad container use among multiple cloud host...
The cloud era has reached the stage where it is no longer a question of whether a company should migrate, but when. Enterprises have embraced the outsourcing of where their various applications are stored and who manages them, saving significant investment along the way. Plus, the cloud has become a defining competitive edge. Companies that fail to successfully adapt risk failure. The media, of course, continues to extol the virtues of the cloud, including how easy it is to get there. Migrating...
Imagine if you will, a retail floor so densely packed with sensors that they can pick up the movements of insects scurrying across a store aisle. Or a component of a piece of factory equipment so well-instrumented that its digital twin provides resolution down to the micrometer.
The need for greater agility and scalability necessitated the digital transformation in the form of following equation: monolithic to microservices to serverless architecture (FaaS). To keep up with the cut-throat competition, the organisations need to update their technology stack to make software development their differentiating factor. Thus microservices architecture emerged as a potential method to provide development teams with greater flexibility and other advantages, such as the abili...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settle...
Product connectivity goes hand and hand these days with increased use of personal data. New IoT devices are becoming more personalized than ever before. In his session at 22nd Cloud Expo | DXWorld Expo, Nicolas Fierro, CEO of MIMIR Blockchain Solutions, will discuss how in order to protect your data and privacy, IoT applications need to embrace Blockchain technology for a new level of product security never before seen - or needed.