3CLogic Cloud Call Center Reviews & Product Details

Since we implemented 3C Logic technology for our Contact Center, we have received accompaniment and continuous support from their expert team.

From a User perspective, it was a game changing for us, with all the features available and easy to use for our group of agents.

The fact that settings are easy to update and adjust from ourselves, it simplifies our call center management.

Every interaction we have with 3C, weter it is from a Account/Customer Success Mgr or technical support, feels personalized and responds to our bussiness needs. Review collected by and hosted on G2.com.

It's hard to think of any downsides when it comes to our 3C Logic usage. The only experiences when we've had some difficulties are realted to connectivity/server issues. Most of the times, the problem doesn't come from 3C Logig, but it has to do with browser and network compatibility from our Company settings. 3C team has always being supportive and fast resposners whenever we have any issue. Review collected by and hosted on G2.com.

The support team is quick to respond when we begin having issues with our systems or have general questions regarding functionality to allow me to assist in my job as a system administrator in the 3C system and with companies they're affiliated with. Our tickets and concerns have been investigated and taken care of quickly. Our two product support managers, Rachel and Morgan, have been thorough with communication to ensure we maintain deadlines. The report system makes it easy to narrow down information for thorough analysis of our calls and agents. I fully recommend them to any other companies looking for software to improve their call center performance. Review collected by and hosted on G2.com.

The initial product manager assigned to implementation with our company made it a bit challenging to get off the ground in the beginning. This is also no fault of their own as a company but, if your company has any levels of instability in their network performance, degredation could occur with call quality. Review collected by and hosted on G2.com.

We moved to 3CLogic from a different call center provider and I've previously worked with several call center software platforms. They all have their own flavors of the same thing (there's only so many ways to answer a phone call!) but the features you're looking for can be quite obfuscasted. 3CLogic did did a good job of walking us through a structured implementation process that addresses our business needs and the ServiceNow requirements we had. This left us with a good understanding of each of the features, so it is typically not too tricky to get where we need to go. Integration with other systems is easy too, because we've probably already integrated that system with ServiceNow, so the fact that 3CLogic talks to ServiceNow means we can reuse our existing work. Finally though, while not a part of the product, the customer suppoer and engagement we get from our account team really seals the deal and makes dealing with any tricky things a breeze. No product is perfect and some of the things we want to to with it are, admitteddly, silly. But, we have to find a path and our account team and support have been exceedingly helpful and supportive. The relationship really makes it. Review collected by and hosted on G2.com.

The current version of the platform is setup in way that I think is sort of meant to save you from yourself - only specifically the things you needed according to your requirements are enabled at implementation/launch. Several years in, we've discovered there are features, screens or buttons we have to ask to have turned on. There's never any fuss about it - we ask and it's done - but it is sometimes frustrating when there's a screen or feature you see in a help document or other reference, and it's not immediately there in the platform. I would prefer we just got everything enabled all at the start, but I can see why that's not how they do it. We have been offered demos of their coming major upgrade, and it does seem like they've optimized a lot of the eccentricity out of the product (which is good) so depending on when you're reading this, this criticism may be moot. Review collected by and hosted on G2.com.

Reliability and support are the two items that first come to mind when I envision my experience working with 3CLogic.

Our enterprise has leveraged the 3CLogic solution, originally for our Service Desk/Help Desk team, and later expanded this platform out to support multiple operations teams as well as our inside sales team.

While I inherited this from the original owner, I can say that both of our experiences have been nothing short of stellar. I have never had a better experience with another vendor within our telecommunications environment than 3C - and I doubt I will. Their team is incredibly easy to work with, they are *proactive* in terms of working to achieve or overcome obstacles and ensure stability within their environment and excel in their communication and relaying of information regarding upcoming changes or known issues/outages to their customers, and their support staff were not only knowledgeable and friendly - but they actively encouraged me to reach out if there were items that *they* could take off of *my* plate with respect to changes and management within our environment.

They also provide an easily accessible ticket portal, and include multiple documentation within their support portal that assisted me on multiple occassions with identifying a solution without the need to submit a ticket. When I have had to submit a ticket, and these times are *very few*, their response and follow ups were exceptional - 3CLogic's support agents do such a good job with following through on our issues and driving these items to conclusion. I don't have to stay on them to ensure the issue is resolved - and they are more than helpful with working around my own schedule for any calls or troubleshooting sessions required.

I would also note that they are extremely willing and helpful to assist with product training - I've had several teams that we moved over who had minimal experience with softphone clients, and 3CLogic's team were more than happy to provide multiple training sessions to assist with bridging the knowledge gap for our employees. I've gone through multiple migrations in my career, and this was the first time I've had the vendor provide the level of training that 3CLogic did. While they certainly have exceptional FAQs and documentation to provide, they understand that some individuals learn differently, and were more than willing to provide live training sessions via video call with Q&A afterward to ensure our staff felt confident with the new tools that 3CLogic was providing.

Most of my work with 3CLogic was focused on operations, changes, troubleshooting the few issues that arose, or working as the SME/technical lead for the various projects deployed in our environment with 3CLogic's solution since late 2020. While I cannot speak directly as a manager of service desk agents or from an administrative standpoint, I would be remiss if I did not note that both our current Service Desk manager and her predecessor are huge fans of the 3CLogic team and its product.

Specifically with regards to anyone looking at this from a position of managing a service desk or help desk team, I would note that the options and flexibility provided from 3CLogic is extremely helpful with respect to the reports and analytics available to give you the data you or your leadership desires.

I could easily go on with the joys of my experience with 3CLogic's team at length, but this review is already getting quote length. I would close with the following:

If you are looking for an exceptional team and solution for your call center or IVR needs for your organization, I cannot encourage the 3CLogic solution and their team more after working with them for the past four years in my role as SME/lead voice engineer for our enterprise. 3CLogic and their people and culture are simply the best. Review collected by and hosted on G2.com.

I have not really encountered any items that I dislike with respect to 3C's platform. The vast majority of issues we experienced with the platform were self-inflicted injuries from our own end with changes in the ServiceNow environment that were not coordinated.

The only issue I can think of is a trivial one, related to the media library and the ability to download files I've uploaded. Each time that was an issue, and they were few, I simply put in a service request ticket and had the file in my inbox shortly. Review collected by and hosted on G2.com.

Very strong integration with ServiceNow, which makes managing the e2e telephony and ITSM management work simple, flexible and nicely integrated.

Excellent support for the early stages of installation, implementation, deployment and configuration. Training and enhancements have been valuable and delivered in a timely manner. Ongoing support and attention to our requirements has always been very good.

We love the complementary capabilities provided by Observe.AI sentiment analysis solution. Review collected by and hosted on G2.com.

Would like to see more customization in dashboard, like adding multiple of the same widgets to one dashboard to separate teams.

Nice to have: the ability to edit contacts on scheduled reports. As of now I need to recreate the schedule to edit contacts.

Agent status record reporting: Add amount of time in of agent in the status, along with Time stamp of status change Review collected by and hosted on G2.com.

The system has been easy for staff to learn even with us having such a high turn around. We have also had a great team in Rachel Brown and Morgan Thomas helping support us through our moderization project. Review collected by and hosted on G2.com.

The only thing I would say I dislike at this time is that our business is not using 3C to its full potential and using all the feature 3C has to offer. Once our modernization project is complete we will be using the system to its full potential. Review collected by and hosted on G2.com.

3C Logic has been easy for our Staff to learn and from an Admin perspective, easy to maintain and support. The entire 3C Team has been excellent to work with and their Global Support Desk is amazing, responses are immediate and issues are solved in a timely manner. Review collected by and hosted on G2.com.

I would like to see more customization options available in the Dashboards Review collected by and hosted on G2.com.

3cLogic helped us implement the correct use of being able to make calls that you dial. A digital platform and successfully solve each channel to create a more effective selection process for each of the calls and to be able to make a good assessment of how we can communicate with each client since it maintains well-structured characteristics. Review collected by and hosted on G2.com.

He is always willing to do everything in more significant ways to improve our work.

It helped us save a lot of time on each customer service.

It has a maximum in each of its characteristics. Review collected by and hosted on G2.com.

We have been working with 3CLogic for several years as our primary phone provider. Their integration with ServiceNow has been invaluable and their capability to grow and adjust along with ServiceNow upgrades has allowed us to remain on a fast update process. We have implemented numerous custom projects to align with client needs and they have been very responsive to requests and requirements. Review collected by and hosted on G2.com.

Additional API options would be desirable. Review collected by and hosted on G2.com.

The implementation team went above and beyond to support our specific business needs for rollout and worked with us through change management on our end. Review collected by and hosted on G2.com.

Allows us to standardize globally with a consistent experience. Some of the functionality isn't ideal for a highly consultative B2B sales team; more conducive to higher volume reps. Review collected by and hosted on G2.com.