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Hosted Call Center Provider 3CLogic Integrated Software with SugarCRM

By Amanda Ciccatelli, TMCnet Web Editor

Technology can provide your business with a competitive edge, but deciding which technology to adopt can be a challenge. Many businesses are adopting cloud-based applications to improve agility and reduce IT requirements.

Cloud-based and hosted call centers are hosted environments that enable users to perform all the essential tasks to run a productive business via Internet connection.

Recently, 3CLogic (News - Alert), a source of cloud-based contact centers hosted on Amazon Web Services (News - Alert) (AWS), integrated its contact center software solution with SugarCRM, a customer relationship management (CRM) company that enables customer engagement enterprise-wide. The integration, called 3CSugarCRM, allows for seamless integration between SugarCRM (News - Alert) and 3CLogic’s inbound, outbound and blended contact center applications.

“This partnership will bring the benefits of a secure and highly available cloud based contact center system to SugarCRM customers,” said Ramana Reddy, director of client services of 3CLogic, in a statement.

This integration will give customers a 360 degree view of all voice, chat, text and social media interactions across the contact center within SugarCRM; PCI (News - Alert) compliance by negating the need to store customer credit card information in SugarCRM or in the 3CLogic contact center platform; increase in productivity of sales reps and customer service reps since there is no need to enter duplicate information; and cost savings by integrating phone and CRM systems.

“Off-the-shelf integration between SugarCRM and 3CLogic means customers don’t have to risk the uncertainty of complex software development projects,” continued Reddy. “They can be confident that the two systems will work together seamlessly.”

This integration provides businesses with a 360-degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic's cloud-based Contact Center, companies have accurate and timely information about their customer and they can efficiently respond to communications, ensure satisfaction with better service and drive toward a lifetime value.

SugarCRM democratizes customer engagement, empowering professionals who interact with the customer to excel at their job. SugarCRM’s open CRM platform delivers the flexibility, and security required to equip each customer-facing professional with the tools they need to effectively engage with their customer beyond the enterprise.

Lorna Heynike, senior vice president of marketing for SugarCRM, said, “Customer facing professionals can quickly understand activity associated with each customer across channels from a single view, avoid surprises and engage proactively with their customers, and speak with a single voice across the organization.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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