3CLogic Cloud Contact Center Software

I have been very impressed with the service that the team provides for Acceptance Rentals needs. They are extremely helpful and if they cannot assist they immediately escalate the issue to get the problem solved in a very timely manner. They take the extra time to help us understand the issue and assist us in learning things about the system that we are not aware of.

Pros

the team is very easy to speak with and understand my lack of knowledge. They are always willing to help and also teach me to help in the future. The ticketing system is very easy to use and is promptly responded to and updated.

Cons

It would be nice to have an extension to dial for a particular support rep rather than tying up a different rep to get the person I am needing to speak with.

I have very little background in creating a dialer campaign. With the help of 3c and abid, we were able to launch it, and reach aged data to generate additional revenue

Pros

the reporting to see how close the campaign is to completion

Cons

More training to further utilize the product and better understand the robust reporting

I have been happy with this software and would recommend it to others.

Pros

I most like the ability to copy projects to scale the expansion of existing customers or new customers

Cons

I most dislike the inability to utilize more than one SMTP server for automated emails (based on result code/disposition), even when across projects that have nothing to do with each other.

Pros

I have limited experience with phone systems, but coming from our previous company it is head and shoulders above on features and customer support.

Cons

I wouldn't count this as a "con" as with more features comes more education on how to utilize and customize the system.

Overall, the product is satisfactory. The reporting information available allows us to run an efficient business.

Pros

Easy to use from a frontline perspective

Cons

Not compatible with Mac
Tutorial is not user-friendly

The overall product from a potential perspective is exceptional.
I suggest clearly communicating road map of development for 3C and ensuring that the road map aligns with customer requests.

Pros

Ability to customize
Agent User Interface
Administer User Interface

Cons

Email Integration
Analytics and Reporting multi use agents and projects

Advice to Others

Understand your reporting and analytics needs, along with your business use intention to ensure that the road map of this product will meet the needs.

3C Logic has enabled our business to function as a productive call center. The metrics provided via the 3C Logic system allow us to track call flow and productivity efficient ways. The customization of reports and ease of login to the cloud-based system from any location is an advantage. 3C Logic has enabled our organization to maximize productivity and ensure a positive experience for our callers and leads.

Pros

Ease of cloud use and can access 3C Logic via the cloud from any location.

Tech support rarely fixes issues with their software, and when they get frustrated trying, they blame the customer and say it's our problem and not their fault.

Open a ticket to fix a software issue and they will close the ticket without fixing the problem or resolve the issue. They do not answer phone calls or respond to the email with any consistency. And when their system updates, it creates new problems to top the ones they still haven't fixed.

Pros

Mediocre when opened correctly (maybe the first time I used it) and didn't know what I was doing so I wouldn't know if it was working or not.

Cons

Functionality, User friendliness, Customer service, Management, and too much else to list here.

Advice to Others

Shop somewhere else for the services you need

Overall we are very pleased with 3C Logic. The start-up problems and getting the initial reporting were a big hassle. In time we worked through the issues, not to our complete satisfaction but at least useable metrics required to report to our customers.

Pros

It works! The start-up problems and getting the initial reporting were a big hassle. In time we worked through the issues, not to our complete satisfaction but at least useable metrics required to report to our customers. It is a great inbound system.

Cons

The dashboard reporting is lacking. We really need to the "contact center" a live dashboard that will show the metrics we use every day. You have developed a report for us but it has to be manually refreshed to obtain current information. A live dashboard that also shows the call status of each agent would be much more useful.

Advice to Others

Make sure they have the metric tools you need to manage your calls live!

I have managed call centers for over 15 years, and we will be unplugging from 3CLogic after just a year of service. It's a lot of work to change, requiring training and other obstacles, but their solution is so poorly designed that I have no choice. When I have asked for enhancements or features, they have all come at a ridiculous price, even some that I would consider 'fixes' more than 'features'. Their disjointed design is difficult to manage and nearly impossible to implement in any kind of blended environment. Stay away. It's cheaper than others, but also five years behind the competition in every meaningful way.

Pros

Cheap

Cons

Difficult to configure - too many menus and screens that are not intuitive. Cannot achieve true blending due to an innate separation between inbound and outbound traffic. Customer support is poor.

Advice to Others

Keep looking

Likes Best

Feature rich. Very robust reporting. Vendor is also responsive to issues when they arise .

Likes Least

We've occasionally had times recently when calls come in and they don't ring any of our agents. It's intermittent, so it's difficult to pin point what's causing it (could be our ISP or the software, etc). Quotes for customization to the software have been on the high side of what we're hoping for.

Recommendations

Ask for a trial period with any software you're evaluating for your company.

Likes Best

The user interface of the administrator portal is goodl it's very intuitive. Our agents like the client portal, as well. The 3CLogic technology is powerful and works well. I have had excellent service from their tech support staff, too. They are responsive and knowledgeable. 3CLogic is affordable, too.

Likes Least

Their user manual leaves a lot to be desired. It tells you how to configure settings on the administrative backend but doesn't necessarily tell you what those settings do or why. I get the best information directly from the tech support staff.

Recommendations

All in all, I recommend 3CLogic. If you have an open API CRM like Salesforce or Sugar, 3CLogic is an excellent choice. Unfortunately, our company's grossly outdated and proprietary CRM database platform cannot interface with 3CLogic or any dialer platform, for that matter.

Likes Best

The 3CLogic system is very user-friendly and functional. Our case manager has been wonderful going through everything with us, helping us understand how to best use the system to our advantage.

Likes Least

I have yet to run across something I do not like about 3CLogic.

Recommendations

If you are already using another program, I would still encourage you to check this out. Look at its functionality, simplicity, user-friendliness, and organization. Not only is the software great, but the people work directly with you, show you how to use the system, and come up with a game plan specifically for what you want. They are wonderful, helpful, and willing to go above and beyond for their customers.

Likes Best

It's a simple solution, yet it's the most efficient I have seen on the market.

Likes Least

I have not found any negatives yet. I have used other solutions on the market and found 3C is the most affordable, and there's no loss in quality.

Recommendations

I have used several other solutions similar to this, and 3CLogic is a giant leap above all the rest. It's simple to install with easy list CRM integration and helpful team always on call, and without firewall issues.

Likes Best

I love the people and response that I've received from 3CLogic. Everyone I've dealt with has been wonderful and so responsive. The technology is great as well.

Likes Least

I really like how they do inbound and outbound well. I can't think of anything I'd change at the moment.

Recommendations

Be sure to look at price, features, and functionality. Also, make sure you look at the up-time of the software; they aren't all the same, even in the cloud.

Likes Best

We have been using 3C since January 2014. The software itself has more bells and whistles than any other that we reviewed. The functionality is great!. Its seems as if there are too many options available. In addition they seamlessly integrate with many of the CRM and Workforce Management tools (ie Salesforce, ZenDesk, Infusionsoft) If you ask me, its a no brainer!

Likes Least

Improvements to the GUI that would be great. A "touchable" interface for tablets.

Recommendations

Compare all of the players in the space...you will see that there is no comparison to the functions that 3C has. Many of the functions are not even available with the others. We have already recommended it to several of our clients. A few of them have already started using it.

Likes Best

Every other day, it makes calls without issues, but other than that, it's doesn't really work for us.

Likes Least

There are so many issues - from caller id not working to leads not being recognized to the unexplainable! It's just been a horrible experience. Our call center lost countless hours of productivity because of this program. On top of all of that, the system is not user-friendly and the training was inadequate.

Recommendations

I would recommend just going elsewhere. This program has so many bugs that need to be worked out.

We've been using 3C for a few weeks now and so far it hasn't let us down. Compared to previous solutions we've used, it's working flawlessly and the support has managed to answer all of our questions and fix all of our problems on the first call.

Most impressively, the system is highly customizable for a cloud based solution, and is the first dialer I've used that had webhooks integration which is very valuable for our company.

After spending close to a year reviewing options for transitioning from our current hosted contact center, which was under performing and becoming increasingly unreliable, we finally chose 3CLogic.

Support from 3CLogic has been exceptional, they have worked with us every step of the way in transitioning from the old system and recreating a complex environment involving dozens of projects, skills, agent configurations and unique crm integration requirements. 3CLogic was able to not only replace the functionality of our previous system while improving reliability and support, but they have added additional functionality as well - all at a lower cost.

We have had virtually immediate gains in the number of dials and records worked by our agents, and we have had record sales days after implementing 3CLogic.

With 3CLogic our reporting is now real time, along with the included dashboards we are better able to manage our call center in real time, identifying opportunities and changing strategies as needed.

Following implementation, 3CLogic has continued to work with us to develop additional capabilities and automation. Their customer support is fast, knowledgeable and effective. We look forward to continuing to develop our capabilities as a call center using 3CLogic.

Your tech support agent, James Munson is one of the most efficient, patient, and well informed customer service people I have ever had the pleasure of interacting with, and believe me, that is saying a lot. He not only handles my issues to the best of his abilities, he also took the time to explain to me what he was doing and the "whys" concerning the needed actions. In other words, the man taught me how to fish rather than feeding me a fish. So, in the long run, it makes my use of 3C better and my unnecessary lag time (to get tech support) a dream of the past; not that I won't hesitate to call (and ask for James specifically) if I need assistance in the future. He saved me money (didn't toss my pc into the wall destroying it and causing me to purchase a new one), he saved you a client (I was ready to find another call/dialer program), and saved my job - cause I didn't get so frustrated to tell my boss to kiss it.

The man needs a plaque, a medal, recognition, and/or a raise. Move him up in the company, because he's definitely a team player. I don't know about your business, but my business could use more self motivated, and intiative endeavored individuals such as him. In fact, why don't you just tell me what his salary is so I can double it and get him on my team. Just kidding - if you lose that guy, I will most certainly shop dialer programs elsewhere.