3CLogic, delivering next generation inbound, outbound, and blended cloud contact center solutions, announced a new partnership with Envision, a provider of contact center workforce optimization. The partnership will address the continuing focus on the customer experience movement driving today’s business initiatives, as well as the need to derive actionable intelligence from customer interactions and data occurring within contact centers.
Together, 3CLogic and Envision will deliver significant benefits to enterprises in search of an advanced contact center solution with the added ability to collect, interpret, and act upon voice of the customer (VOC) data gathered during each customer interaction. Both large and small enterprises focused on the delivery of premier customer service and ongoing analysis of each customer interaction and agent performance will benefit from the partnership. Among the advantages:
- A single integrated contact center and WFO solution
- Voice of the Customer data and trend analysis
- Improvements in operational efficiency with multi-dimensional agent analytics
- Advanced performance monitoring and coaching tools
- Enhanced customer experience and retention
“As the migration from on-premise to cloud contact centers grows, the need for an integrated cloud workforce optimization platform to provide a more complete picture of customer service and agent interactions becomes a more important factor in helping to make informed business decisions,” said Raj Sharma, CEO, 3CLogic, in a statement. “We are very excited about the synergies 3CLogic’s leading contact center solution and Envision’s WFO services will provide to both our mutual and future customers.”