#1 most frequent
United States of America
67.7%21 installations of 31
What is 3CLogic?
3CLogic supports customer and employee experiences with its Cloud Contact Center and Voice AI capabilities purpose-built to enhance CRM and Customer Service Management platforms.
Categories & Use Cases
Media
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Screenshot of some of 3CLogic's features, including the embedded Computer Telephony Integration (CTI), Real-time Transcription (RTT), and generative AI call summaries for systems of record (example shown: ServiceNow).
Top Performing Features
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.7
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.7
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7
Areas for Improvement
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.1
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.5
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.4
Who Buys & Uses 3CLogic
#2 most frequent
India
12.9%4 installations of 31
#3 most frequent
Canada
6.5%2 installations of 31
3CLogic is an amazing product and a Trusted Partner
Use Cases and Deployment Scope
3CLogic has been our trusted phone partner for many years and has been an extremely reliable product, easy for our Helpdesk Staff to learn and from an Admin perspective, easy to maintain and support. The entire 3C Team has been excellent to work with, we truly value our partnership and the relationships we've built over the years. The 3C Global Support Desk is amazing, responses are immediate and issues are resolved in a timely manner. 3C has allowed us to implement new AI features in our IVR's that will help to reduce call volume with the intention of exceeding customer satisfaction.
Pros
- Solid and Stable Telephony Product
- Innovation and ability to design solutions for complex use cases
- Support is always immediate
Cons
- Dashboards on Portal could use improvement
- Some reporting features on Portal
Return on Investment
- 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
Usability
Other Software Used
ServiceNow Customer Service Management
