3CLogic CTI/Contact Center Solution

by 3CLogic

Native Cloud Contact Center solution for Microsoft Dynamics 365 and Microsoft Teams.

Enhance the performance of your sales, service desk or customer support teams with 3CLogic's fully integrated Cloud Call Center and CTI solution (click-to-call, IVR, ACD, Skills-based-routing, dialer, speech analytics, etc.) for Microsoft Dynamics CRM.  With the power of a consumer-grade offering designed to extend your Microsoft investment, drive intelligent agent and customer experiences, while enabling a Microsoft Dynamics-native administrative portal for ease-of-use. 

Key Features

  • Automatic Call Distribution (ACD)
  • Microsoft Dynamics CRM embedded Interactive Voice Response (IVR)
  • Microsoft Dynamics CRM embedded contact center administrator experience
  • Predictive, Power, Progressive, and Preview Dialer
  • Inbound, Outbound, and Blended Telephony
  • Embedded Microsoft Click-to-Call and CTI
  • Microsoft Dynamics CRM automated screen-pops
  • Call and Screen Recording with automated activity posting to Microsoft Dynamics CRM
  • Configurable Skills-based Routing and/or Integration with Microsoft Dynamics CRM objects
  • Automatic Lead, Account, Contact, Case or Incident Retrieval
  • Voicemail Lead, Account, Contact, Case or Incident Generation
  • Call Transfer, Hold, Mute, and Conference
  • Text-to-Speech
  • Outbound SMS notifications or messages
  • Outbound SMS pre-defined templates
  • Dynamic Scripting
  • Microsoft Dynamics integrated real-time Dashboards and Wallboards
  • Supervisor Silent Monitor and Whisper
  • Integrated Reporting and Business Intelligence
  • IVR Analytics and Reporting
  • Speech Analytics and Sentiment Scoring
  • MS Teams integration 
  • Pure Cloud or Hybrid Cloud Offering - allows for integration with existing on-premise infrastructure (Cisco or Avaya)

At a glance