Market Overview

Digital-Finance Leader Reports Substantial Contact Center Growth and Workforce Improvement Since Implementing 3CLogic


Leading Call Center provider announces top digital-finance company
customer success as enterprises continue strategic shift toward tightly
integrated platforms

the leading provider of cloud contact center software, today announced
the continuing success of a top digital-financing firm since
implementing its platform. Following the adoption of the 3CLogic
solution, the organization continues to enjoy significant annual ROI
measured by the exponential growth of the company's contact center and
overall improvement in quality management and operational efficiency.

The finance company selected 3CLogic to help scale its contact center
quickly to support aggressive growth plans while integrating seamlessly
with its custom-built CRM, as well as Monet WFM and Clearview business
intelligence applications.

The value delivered by 3CLogic's pure
integration with the company's pre-existing solutions, was

  1. Deepened visibility into customer engagements, helping frontline
    agents improve first-call resolution and caller satisfaction.
    Streamlined controls within the CTI
    also enhanced overall agent efficiency.
  2. Created new administrative controls, opening channels to schedule
    agents and manage service levels to drive event-driven revenue.
  3. Improved supervisor visibility into agent productivity and performance
    to measure and track against business goals.

Initial results indicate 450 percent year-over-year growth in contact
center seats, including international expansion in the UK, as well as
enhanced visibility for C-suite stakeholders into overall contact center
performance metrics.

The company's approach represents a broader, global trend as enterprises
seek to run their businesses on a single scalable, cloud-based platform
of tightly integrated applications to achieve a consolidated view of
both internal and customer-facing communications, as reported by top
industry research firm Ovum1.

"The continued growth of our enterprise customer base is a direct result
of organizations seeking a cloud-enabled communication platform to
modernize and transform their business," says 3CLogic CEO, Denis
Seynhaeve. "This reinforces the trend in the convergence of contact
center infrastructure and bordering applications, such as CRM, IVR
and WFM, that is occurring - our platform is right at the center and
it's leaving us well-positioned to capitalize on demand in this space."

The digital-finance company is among a series of enterprises that have
successfully made the move to cloud-enabled integration with 3CLogic.

About 3CLogic

3CLogic is a leading cloud contact center platform modernizing
enterprise communications with their employees and customers. Built on
Amazon Web Services (AWS), the solution provides advanced and scalable
speech-enabled offerings for leading CRMs, including ServiceNow,
Salesforce, and SugarCRM. With deployments on four continents and a
growing base of Global 2000 clients, 3CLogic drives digital
transformation by improving CX, organizational efficiency and reporting
insights using dynamic IVR, CTI, AI, advanced analytics, and API-driven
integrations. For more information, please visit

1 Ovum, " Key Market Trends to Watch in the Rapidly Changing
Customer Engagement Market," April 27, 2018.

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