3CLogic Reveals Enhancements to IVR Engine and Multichannel Capabilities in Latest Release

PRESS RELEASE: 3CLogic announced the latest release of its award-winning solution in which it unveiled the addition of advanced features and functionality to its Interactive Voice Response (IVR) engine, digital communication channels (email, chat), and more. The updates are designed to offer users greater control and flexibility within the call center and enhance performance insights across all channels, while streamlining back-end business processes to make for a more efficient call center.

Contact Centre CLUB

“The call center continues to be the frontline to every organization. Be it Sales, Marketing, or Customer Support, call centers are increasingly in need of tools and features that offer the flexibility and convenience to quickly adapt to changes in consumer demand and expectations,” explains Raj Sharma, President and Chief Operations Officer at 3CLogic. “3CLogic’s recent release is designed to put more power and freedom into the hands of the end-user, while still delivering the advanced features and functionality required to run an effective operation. With it, call centers will have the capacity to improve first call resolutions, customer satisfaction, agent retention, and overall performance.”

Among the highlights:

-Intuitive and enhanced drag-and-drop IVR designer for both inbound and outbound calls with advanced
graphical interface.
-Ability to trigger multi-action workflows within the IVR designer.
-Dynamic ‘DNC list’ capabilities for enhanced adherence to TCPA regulations from within the IVR.
-Ability to create secure links to on-premise database systems within the IVR.
-Enhanced multichannel (voice, email, chat) reporting and supervisor dashboards.
-Ability to trigger multi-action workflows within intelligent email routing platform.
-Enhanced self-service spam blocking.

Consumers’ growing desire to use multiple channels when interacting with businesses has driven the need for organizations to enhance both the technology and processes powering their client-facing communications. While voice continues to remain the preferred method of contact for many consumers, alternative channels (email, chat, social media, self-service) continue to grow in popularity, highlighting the value a truly multichannel solution.