customer

CustomerZone360 NEWS

CustomerZone360 Home

3CLogic CCO Discusses the Importance of APIs, Integration

By Paula Bernier June 30, 2016

3CLogic is at Call Center Week talking about the new release of its cloud contact center solution.

As Chief Customer Officer Robert Killory explained in a meeting with me today in Las Vegas, release 6.0 of the 3CLogic contact center solution can be integrated into the back end of CRM platforms so users of popular CRM systems never even see 3CLogic, but enjoy the company’s product capabilities.

Also, by using 3CLogic’s new solution users get full blow IVRs that can connect to the CRM and get real-time information. 3CLogic’s customers can then use that information to do intelligent routing and to more efficiently handle email and other communications channels.

Release 6.0 also lets existing users of non cloud-based Avaya and Cisco solutions to cloud enable to them. Cloud enabling such solutions allows for more customization, Killory said.

And now users can grab workflows from other systems of record, like ServiceNow, and port them to the 3CLogic solution, he added.

The cross-pollination and integrations discussed above, he said, would not be possible with APIs, he added. Indeed, 3CLogic and its customers are leveraging APIs to do an array of exciting things, he said.

In fact, Killory was in Nicaragua last week helping a company with a deployment involving optimization, lead gen, analytics, and back end processing for financial transactions. APIs were used to bridge these different solutions, allowing for faster time to market for the customer, a provider of payday loans for business whose parent company is one of largest banks in the U.S.

3CLogic, which in February was among the top five vendors on Gartner-owned GetApp’s quarterly “Top 25 Call Center Apps Based in the Cloud,” is not a large player in the contact center arena, said Killory, but it’s an innovator and it has a lot of great partners.

If you're interested in APIs, where they are headed and all of the great things happening in the space, you'll want to check out All  About the API happening in Las Vegas July 19-21.




Edited by Stefania Viscusi

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

In the Context of Conversations, One CX Company Takes On AI and ML for Scalable Analytics

By: Arti Loftus    5/21/2019

All conversations are contextual - how we feel at any given time, what we need to know, the problems we need to solve happen in a real time world.

Read More

Will The Combination of Vidyo and Enghouse Systems Up The Ante for Live Video Customer Experience Interactions?

By: Arti Loftus    5/20/2019

Enghouse Systems last week announced they have acquired Vidyo for a price $20 million dollars lower than Vidyo's annual revenue. At a purchase price o…

Read More

Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle    5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…

Read More

On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

Read More

Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest    4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…

Read More