CSI Integrates Workforce Optimization into 3CLogic's Contact Cloud Solution

3CLogic, a provider of cloud contact center solutions, and Coordinated Systems, Inc. (CSI), which offers workforce optimization (WFO) applications, today announced a partnership that will expand their unified offerings and improve customer experience.

Under the agreement, both companies promise total integration of CSI's WFO solution into 3CLogic's contact center solution. By joining forces, the companies aim to boost functionality for businesses of all sizes. The integration will provide a multichannel communications platform equipped with recording capabilities; a voice-of-the-customer data and speech analytics option; and high-quality performance trackers, interaction scorers, and evaluators.

The collaboration comes in response to the growing tendency of contact centers to take on a dual role by becoming relationship centers as well, the companies say. As a consequence of this trend, there has been increasing demand for cost-effective and convenient access to WFO within contact centers. "There have been significant changes in the contact center industry that require companies to improve efficiency to maintain competitive advantages and profit margins," Guillaume Seynhaeve, marketing director of 3CLogic, said in an email.

For 3CLogic, the announcement comes as one of a series of steps to facilitate customer interactions within its contact center. In June, the company announced integration with Zendesk, and in August, it integrated with Microsoft Dynamics CRM. As recently as November, 3CLogic partnered with Envision, a contact center WFO provider. The partnership with CSI, Seynhaeve said, "helps address a growing need amongst enterprise businesses—the ability to make effective use of their employee workforce while providing the advanced communication platform to facilitate customer interactions."

For CSI, this is another push to make its offerings contact center– and cloud-friendly. Nearly a year ago, the company worked with Amazon to improve its Virtual Observer Workforce Optimization offering. "CSI has been strengthening the exposure of [its] Virtual Observer WFO solution by targeting emerging companies such as 3CLogic," Rich Marcia, marketing director of CSI, said in an email. "We have continuously evolved by adding support for traditional legacy...phone systems. Now we've shifted our attention towards the all-in-one contact center solution space, and we are proud to be able to introduce 3CLogic as an integration partner."

Both companies maintain that the combination will give businesses of all sizes the opportunity to save money on unnecessary extra expenses. "The tight coupling of our solutions allows the contact center to maximize the benefits of WFO without changing their internal business processes or requiring major investments in premise or stand-alone solutions," Seynhaeve said.

"By offering the Virtual Observer (VO) WFO solution," Marcia added, "3CLogic is able to provide customers with all of the robust capabilities expected in a top-tier solution, such as workforce management, speech analytics, PCI compliance, etc., [in addition to] the unique capabilities of the VO Live screen monitoring tool for agent assistance, which has been recently bolstered by adding Webcam recording into the mix. These unique features, along with Virtual Observer's agent portal and e-learning features, bring the contact center agent directly into the quality monitoring experience."

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