While these days it may seem that everything is going ‘digital,’ the reality is that a lot of the communication that takes place between an organization and its customers (and employees and partners) still happens via voice calls. These phone-based interactions, however, remain disconnected from the otherwise digitally-enabled business processes of which they are an essential element.
3CLogic provides an integrated, cloud-based communications platform that it believes solves this problem. The company’s platform integrates directly with business process platforms and Customer Relationship Management (CRM) platforms such as ServiceNow, Salesforce, and Microsoft Dynamics, and enables organizations to connect their voice interactions with their business processes. These integrations enable everything from simple screenpops and outbound dialing capabilities, to automated activity posting with recording access.
Moreover, the company also provides what it calls voice-to-action capabilities. In addition to providing traditional analytics based on call metadata, the company also converts voice calls into text-based transcripts and then uses natural language processing (NLP) to analyze calls for sentiment, competitive identification and other relevant information that can lead to better customer engagement and a better understanding of the nature of customer interactions.
Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, ServiceNow is an Intellyx client and Microsoft is a former Intellyx client. None of the other organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at firstname.lastname@example.org.