3CLogic Overview
- 2. Contact center challenge Phone System CRM • CRM systems such as Salesforce and Microsoft Dynamics are not integrated with a company’s phone system • Customer support and sales organizations are flying blind • Lost revenue, missed up-sell and cross-sell opportunities, annoyed customers 2
- 3. Solution • Integrated call center and CRM solutions • 360 degree customer view including voice, chat, and social media interactions • Past recordings of voice calls, chats, texts and social media interactions in a single view Cloud CRM 3
- 4. Solution benefits • Increased sales by 30% due to up-sell and cross-sell opportunities • Increases customer satisfaction by 78% by increasing first contact resolution (FCR) • Reduction in IT costs by 70% because of cloud based call center applications 4
- 5. Market size for cloud contact centers $30 billion US contact center industry trends Massive shift to cloud based contact centers Wide adoption of home based agents Reversal of off shoring trend 5
- 6. Underlying technology Amazon Web Services Security Centralized Management, PSTN Reporting and Analytics Scalability VOIP Network Flexibility Cost CRM Recording Web 2.0 for online configuration, management reporting and analytics Distributed Call Processing on PCs 6
- 7. Key Differentiators 3CLogic 7
- 8. About 3CLogic Headquartered in Rockville, MD Only contact center solution provider that is truly cloud based and hosted on Amazon Cloud Founded in 2006 by pioneers in VoIP space 24x7 support staff based in North America