Cloud contact center service 3CLogic announced enhancements to its reporting and scripting features with its 5.0 software release. “To have these [features] seamlessly integrated, and part of [a] core product, is what we didn’t see in the industry,” says Robert Killory, chief customer officer at 3CLogic. Besides the announcement of Athena Reporting and the Iris Scripting Engine, the release also includes a number of tweaks to existing features implemented as a result of customer feedback.
With the Athena Reporting, “we wanted to eliminate constraints on data volumes and open up analytics to the contact center,” Killory explains. The BI-level reporting “empowers the call centers, so they can get what they need without coming back to us if they have someone in house that knows the business side [but] just needs the tools.”
