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Cloud Contact Center Offers Reliability to Alternative Outsourcing Services Provider

November 01, 2012
By Amanda Ciccatelli, TMCnet Web Editor

TouchPoint Contact Centers, a company originally founded to provide businesses with an alternative to the traditional call center outsourcing companies, is migrating its cloud-based contact center to 3CLogic, a provider of cloud-based contact centers hosted on Amazon Web Services (News - Alert) (AWS).

TouchPoint had been looking for a contact center to service its marquee clientele and to provide its clients with customized reports. Its operating model features higher compensation for front-line employees, customer focus, effective processes, offshore IT and back office support, and the hands-on involvement from its leadership team.

For TouchPoint Fortune 500 clients, anything less than 99.99 percent uptime would be unacceptable, so 3CLogic (News - Alert) became an extension of TouchPoint’s IT team.  3CLogic offers cloud-based inbound and outbound customer interaction channels including voice, chat and social media, which integrate with TouchPoints CRM software, providing a 360 degree view of customer interactions.

“We are managing contact center projects for highly visible and well known brands. We needed a partner who cares as much about our customers as we do,” said Chris Eisdorfer, president of TouchPoint, in a statement. “Together we were quickly able to address the complex reporting and compliance requirements that our clients had.”

The company was looking to partner with a cloud-based service provider that provided support, inbound and outbound contact center capabilities.

“The reliability and scalability that we are providing TouchPoint is yet another proof point that 3CLogic’s Virtual Telephony Application Grid (V-TAG) is the most efficient way to build cloud based contact centers. Centralized server architectures are just not robust enough to handle the kind of load that contact centers generate,” said Raj Sharma (News - Alert), president and CEO of 3CLogic.

Since implementing the cloud-based contact center, TouchPoint has benefited from 3CLogic’s reporting tools in real-time and historical formats as TouchPoint can easily track any past interactions.

Edited by Jamie Epstein

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