3CLogic vs. Amazon Connect

3C has allowed us to implement new clients quickly and efficiently with IVR's that are easy to maintain and support. The Global Support Desk is always just a call away should any issues arise

Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.

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• Solid and Stable Telephony Product
• Innovation and ability to design solutions for complex use cases
• Support is always immediate

• It helps us connect with ServiceNow as a direct integration.
• It allows us to document everything from the chat with ticket documentation in real time.
• It allows us to track agent and case activities.

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• Dashboards on Portal could use improvement
• Some reporting features on Portal

• On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
• [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
• [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.

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3C is very easy to use

It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system

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Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing

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• Allows us to scale AI offerings that will help to reduce calls
• Potentially reduce headcount as a result of innovations they've developed for us

• Amazon Collect has allowed us to scale quickly and retain flexibility.
• Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
• Amazon Collect has allowed us to retain productivity.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info