Hosted Call Center Featured Article

3CLogic Announces Enhancements in Version 5.0 of Cloud Contact Center Software

By Laura Stotler
TMCnet Contributing Editor

Cloud contact center solutions specialists 3CLogic (News - Alert) have unveiled version 5.0 of its software, featuring the Athena Reporting framework, the Iris scripting engine and a number of upgrades. The new release offers data insight and tools as well as flexibility to help contact centers migrate to the cloud as well as improve customer experience, upselling and first call resolution functionality.

The new Athena Reporting framework is at the core of the new release, offering users intelligent reporting analytics as well as improved simple reporting and dialer statistics. Users may also create customized reports using call data and other inputs, as well as manipulate and evaluate business relevant data points in real time.

Additional features include the ability to view reports across CSRs, projects and call centers, defined within multiple dimensions. Users may also filter any data and save prior reports for statistical analysis and charting. The framework also makes it easy to access underlying programming code for managing and analyzing any report using a click-drag-drop user interface.

"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 new Iris scripting engine is another important enhancement, enabling contact center supervisors to easily create and edit scripts in real time. This lets them update agents in a timely manner about any changes in company initiatives without impacting contact center workflows. Supervisors do not need any sort of programming or scripting language background to use this feature and can use it to easily manage existing scripts as well.

Other enhancements in version 5.0 include updated dashboards that offer new fields so supervisors may get an illustrative overview of call center, agent and project trends and metrics. The release also offers call conferencing and transfer functionality that lets CSRs add and remove participants at will as well as enhanced incoming call messaging. This lets agents preview incoming caller information in a separate pop-up without impacting their current screen.

The new version also offers IVR design upgrades so users may transfer calls directly without any caller input, and a “whisper” feature that lets supervisors dynamically instruct an agent during a call without the customer hearing. A “forced presence reasoning” feature also let administrators require agents to state their reasons for changing availability status for improved efficiencies.