Recently, TouchPoint Contact Centers decided to migrate its cloud-based contact center to 3CLogic (News - Alert), a provider of cloud-based contact centers hosted on Amazon Web Services (News - Alert) (AWS). TouchPoint had been searching for a reliable contact center to service its marquee clientele and to provide its clients with customized reports.
TouchPoint was founded to provide businesses with an alternative to traditional call center outsourcing companies. These traditional players treat contact center services like a commodity, accepting high attrition, low skill levels and mediocre service. TouchPoint’s operating model features higher compensation for front-line employees, customer focus, effective processes, offshore IT and back office support, and the hands-on involvement of an accomplished leadership team.
For TouchPoint, anything less than 99.99 percent uptime would be unacceptable to its Fortune 500 clients, so the 3CLogic team jumped in and became an extension of TouchPoint’s IT team.
3CLogic offers a suite of cloud-based inbound and outbound customer interaction channels including voice, chat and social media, which integrate with TouchPoints CRM software, providing a 360 degree view of customer interactions regardless of the channel chosen by their customers.
“We are managing contact center projects for some highly visible and well known brands. We needed a partner who cares as much about our customers as we do,” said Chris Eisdorfer, president of TouchPoint, in a statement. “Together we were quickly able to address the complex reporting and compliance requirements that our clients had.”
The company was looking to partner with a cloud-based service provider that provided support and comprehensive inbound and outbound contact center capabilities.
“The reliability and scalability that we are providing TouchPoint is yet another proof point that 3CLogic’s Virtual Telephony Application Grid (V-TAG) is the most efficient way to build cloud based contact centers. Centralized server architectures are just not robust enough to handle the kind of load that contact centers generate,” said Raj Sharma (News - Alert), president and CEO of 3CLogic. “It is no surprise that there are frequent outages with centralized server based contact centers and they continue to disrupt customer operations. With V-TAG we have eliminated all single points of failure in the system.”
Since implementing the cloud-based contact center, TouchPoint has benefited from 3CLogic’s reporting tools in real time and historical formats as TouchPoint can now easily retrieve and track any past interactions for new customers.
Edited by Allison Boccamazzo