3CLogic Unveils Multichannel Intelligent Routing Solution



3CLogic, a provider of cloud call center software, has released a software enhancement that includes an inbound routing solution for all asynchronous communications such as email, SMS, and social media. The addition complements the company’s current routing capabilities of all synchronous communication channels, such as voice and chat.

“Many of the more modern channels available today, such as email, SMS, and social media lack the same intelligent routing capabilities commonly associated with telephony and chat,” said Robert Killory, chief innovation officer, 3CLogic, in a statement. “For today’s clients, their expectations, as they relate to customer experience, do not change from one channel to the next. Customers will be provided a seamless experience with the businesses they interact with. It will make for a big difference and potentially a competitive differentiator for many.”

Features include:

  • Intelligent workflow engine for inbound routing of asynchronous communications (email, text, social media, etc.)
  • Ability to expose all known customer data points to facilitate customization at the individual level to enhance the customer experience.
  • Open architecture to allow rapid addition of new channels (i.e.: fax) as market dictates.

While voice continues to remain the preferred method of contact for many consumers, the use of multiple alternative channels to communicate with businesses, including email, text, and social media, has increased the need for organizations to address each in a unified and consistent manner comparable to current voice platforms. More importantly, the ability to transition consumers between channel type, asynchronous to synchronous, or vice versa, within the same session will be of significant benefit to 3CLogic clients.