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