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### Agent Performance
Users have expressed varying opinions regarding Cloud Call Center's agent performance. While some reviewers praise the attentiveness, flexibility, and supportiveness of the staff, others have highlighted issues with support and the limited number of team members available to address queries promptly. The integration with ServiceNow is commended for its simplicity, but there are concerns about the robotic nature of some voices used in the system. Despite these mixed reviews, the general consensus is that Cloud Call Center's agent performance capabilities have both strengths and areas for improvement.

### Support and Training
Users consistently highlight Cloud Call Center's support team as a standout feature, praising their responsiveness and willingness to assist with any issues that arise. While some users have experienced occasional challenges with support, the general sentiment leans towards positive experiences with the support team's effectiveness in resolving issues promptly. Additionally, users appreciate the training provided by Cloud Call Center, finding it to be comprehensive and valuable in optimizing their use of the platform.

### Implementation Strategies
Users consistently praise 3CLogic's implementation process and project management capabilities. They highlight the ease and speed with which new clients can be onboarded, emphasizing the ability to make changes swiftly and efficiently. The implementation team's dedication to meeting specific business needs and providing thorough training stands out as a key strength. Clients appreciate the simplicity and flexibility of the system, as well as the smooth transition from previous solutions. The overall sentiment is highly positive, with users expressing satisfaction with the implementation strategies employed by 3CLogic.

### Project Management
Users consistently praise Cloud Call Center's project management capabilities. They highlight the ease of transitioning to the new system, the responsiveness of the project manager, and the effective training provided. The project management team's attention to detail and support in addressing any issues that arose during implementation have been particularly commended. Users express satisfaction with the smooth transition process and the quick resolution of any challenges encountered.

### Real-Time Reporting
Users' opinions on Cloud Call Center's real-time reporting capabilities are diverse. While some appreciate the connectivity with ServiceNow and the ability to present relevant data in a single window, others express concerns about the limitations on live dashboards and the need for greater configuration options. The flexibility of changing IVR in real time is seen as a positive aspect, but there are also mentions of audio quality issues and the complexity of the system. Real-time reporting seems to be an area where users have differing experiences, with some finding it beneficial for quick decision-making and others feeling that there is room for improvement in terms of data presentation and ease of use.

### Analytics and Insights
User feedback on Cloud Call Center's analytics and insights capabilities varies across the board. While some users praise the detailed analytics provided by the platform, others express concerns about limitations in live dashboards and the complexity of the reporting tools. The ability to gather extensive analytics and data has been highlighted as a significant improvement compared to on-premises systems, enabling data-driven decision-making within organizations. However, there are ongoing issues with audio quality and a desire for enhanced dashboard functionality. Despite mixed opinions, the consensus seems to be that Cloud Call Center's analytics and insights features have both strengths and areas for improvement.

### Competitive Analysis
Users consistently highlight Cloud Call Center's competitive analysis capabilities as a standout feature, noting its superiority over competitors in terms of functionality and performance. The detailed analytics provided by Cloud Call Center are commended for offering valuable insights that contribute to the overall efficiency and success of businesses utilizing the platform. Additionally, users appreciate the user-friendly interface that facilitates easy navigation and quick adoption by team members. In comparison to other providers in the market, Cloud Call Center's competitive analysis tools are perceived as a significant asset that sets it apart in the industry.

Based on user reviews, here are the most common recommendations for 3CLogic:

1. Users have found 3CLogic to be a great option for effective communication at clients' homes and for flexible call center solutions.

2. Many users highly recommend 3CLogic as the best option for call center solutions.

3. However, some users feel that 3CLogic may not be suitable for all-in-one omnichannel solutions, suggesting that it has certain limitations in handling multiple communication channels seamlessly.

These recommendations reflect the experiences and perspectives of users who have used 3CLogic. They highlight the platform's strengths and identify areas where improvements could be made.

Integration with ServiceNow: Many users have found 3CLogic's integration with ServiceNow to be invaluable, with some stating that it is a key reason for choosing the software. They praise its capability to grow and adjust along with ServiceNow upgrades.

Responsive customer service: Users consistently mention that 3CLogic has been very responsive to their requests and requirements for custom projects. They appreciate the quick responses from the customer service team and their willingness to help during the software setup.

Ease of use: Users describe 3CLogic as easy to use and navigate, highlighting its user-friendly interface. They find it simple to adjust to fit their processes and appreciate the training provided by 3CLogic for admins and agents.

API limitations: Some users have expressed that additional API options would be desirable, suggesting that the current API functionality may not fully meet their needs.

Lack of support: Several reviewers have mentioned that support tends to be an issue, as there are only a couple of support team members who can answer questions quickly and accurately. Although some users acknowledge that support has vastly improved in the last year, others still feel that there is room for further improvement.

Complexity and learning curve: A number of users find the software to be complex and daunting, particularly for those who are new to telecommunications software. They mention difficulties in learning the console and configuring certain features, but appreciate the responsive technicians who assist them.

3CLogic enables businesses to function as productive call centers by efficiently tracking call flow and productivity. Users have praised its customizable reports and easy login to a cloud-based system from any location, maximizing productivity and ensuring a positive experience for callers and leads. The software assists organizations in having a centralized location for all calls, particularly for those helping people with a cancer diagnosis. Despite initial startup problems and reporting issues, users have found 3CLogic to be user-friendly and easy to comprehend, even for those with no experience in call routing. The impressive IVR functionality allows for quick changes and improvements compared to previous platforms. Customer service is highly recommended, with friendly and knowledgeable technicians providing helpful support during the transition from an old system to 3CLogic. Overall, 3CLogic serves as an ideal solution for businesses looking for a new dialer system that won't become outdated quickly and can save costs.

Cloud Call Center is a cloud-based call center software offering from 3CLogic.com. It features universal CTI, interactive voice response, automatic call distribution, and other tools to support an enterprise-level contact center.

Cyprus based company 3CX offers an IP PBX phone system.

Standard

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

CX Cloud Essentials

CX Cloud Digital Essentials

CX Cloud Elevate

CX Cloud Elite

Talkdesk

Cloud Call Center

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Likelihood to Recommend

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

3CLogic.com

Provides an overview for Cloud Call Center.

This video applies to UI16, the latest version of the user interface, in the Orlando release. It may apply to future releases as well.
UI16 is the default user interface for new instances, starting with the Geneva release. To get UI16 on upgraded instances, the UI16 plugin must be activated.

Role required: sn_openframe.use, interaction_agent
For best video quality, increase your player resolution to 1080p.

For more information on Cloud Call Center,  see: 

ServiceNow product documentation
Setting up Cloud Call Center: https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/cloud-call-center/concept/ccc-setup.html

ServiceNow Training and Certification:
http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community:
https://community.servicenow.com/welcome

ServiceNow TechBytes Podcast: 
https://community.servicenow.com/community/experts-corner/techbytes-podcasts

For general information about ServiceNow, visit: http://www.servicenow.com/

Your feedback helps us serve you better. Did you find this video helpful? Leave us a comment to tell us why or why not.

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Tools that allow managers or team leaders to evaluate and track agent performance.

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Record conversations to improve service quality by evaluating agent-customer interactions.

Ability to monitor conversation content, administer evaluations, establish policies etc..

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..

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

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.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

Cloud Call Center

Overview

What is Cloud Call Center?