Logic CC not only executes customer service processes, but also digitizes these processes end-to-end, making them trackable, measurable, and improvable. Not limited to inbound and outbound calls, this system integrates the customer experience into a multi-channel structure, enabling management from a single control panel.
With real-time dashboards and comprehensive analytics tools, you can instantly monitor call traffic, agent performance, and customer behavior. SLAs (Service Level Agreements), KPIs (Key Performance Indicators), and other call metrics are presented with intuitive graphics, enabling managers to make accurate and quick decisions. Additionally, trend analyses can be performed using historical data, and areas for operational improvement can be clearly identified.
The performance of representatives is automatically analyzed based on numerous criteria, such as call quality, first-call resolution rate, call duration, number of calls, and customer satisfaction score. These analyses help identify areas for improvement and enable the creation of customized training and coaching plans for representatives. The system also boosts representative motivation through gamification support.
Manage call center traffic intelligently: Logic CC’s advanced ACD (Automatic Call Distribution)
infrastructure automatically distributes calls based on agent availability, expertise, and performance criteria. Additionally, with a fully customizable IVR (Interactive Voice Response) system, even complex scenarios can be easily designed. You can personalize the customer experience by designing much more than just classic prompts like “Press 1, press 2.”
Logic CC seamlessly integrates with numerous enterprise systems, including CRM and ERP. Advanced API support enables secure data exchange with third-party applications. For example, customer history can be automatically retrieved from CRM, meetings can be recorded in the ERP system, or trigger actions can be planned based on real-time events. All these integrations enhance data consistency and accelerate workflows.
Thanks to accurate guidance and readily available information, customers reach solutions faster.
Customer satisfaction surveys, Net Promoter Score (NPS), and feedback enable the measurable tracking of quality improvements.
Customer history and previous interactions are instantly displayed, saving the representative time.
Automation, self-service IVR, and efficient agent management optimize the required human resources.
Yes. Logic CC can be easily integrated with existing PBX systems, SIP infrastructure, and CRM software. Full compatibility is ensured with API and webhook support.
Logic CC offers both cloud-based and on-premise (on-site installation) options. Configuration is possible according to your company’s security policy and IT infrastructure.
The system can scale to an unlimited number of agents depending on your infrastructure. If your server resources are sufficient, hundreds of agents can work simultaneously.
Call recordings are securely stored in encrypted format on cloud-based or local (on-premise) servers, depending on your infrastructure.
By default, recordings are kept accessible for up to 12 months; however, this period can be extended according to your organization’s needs or legal requirements.
