Cloud Call Center Featured Article

June 26, 2012

OWMM Partners with 3CLogic for Cloud-Based Contact Center

Contributing Writer

Sacramento-based company, Oxygen for Windows and Mac Machines (OWMM) has a growing list of over 5,000 customers and provides international services in places like New Zealand, Australia, South Africa and the U.K. The rapidly expanding company needed a sophisticated inbound contact center solution to handle a high volume of callers speaking a variety of languages.

To optimize its contact center, OWMM selected 3CLogic’s cloud-based contact center, which is hosted on Amazon’s Web Services. 3CLogic enables OWMM to assist customers regardless of their location or time zone. Its customizable IVR features allow OWMM to meet unique business demands, such as serving the needs of physically challenged customers.

3CLogic’s Virtual Telephony Application Grid (V-TAG) architecture gives the contact center high levels of uptime and virtually guarantees continuous operation. “We are thrilled to be able to provide our valued customers such as OWMM with the kind of availability and reliability that is required for a 24X7 global operation,” said 3CLogic President and CEO Raj Sharma.

OWMM specializes in both desktop computing and mobile devices. Home security tools, printers, peripherals, desktops, laptops and iOS devices are just a few of the electronic devices that OWMM provides support for through its 24X7 contact center.

In addition to providing device support, OWMM delivers core infrastructure management and on-demand services. Desktop and network management, server backup management, mailbox management and e-mail support for programs like Microsoft Outlook make up just a portion of its infrastructure management business, while technical inquiries and virus support are part of OWMM’s on-demand service offerings.

“In today’s day and time, many people depend on their smart phones and other devices to run many of their daily tasks,” stated Prashant Bhatnagar, CEO of OWMM. “It is critical for us to route every call to the right person with the right skills.

In addition to providing reliability in the moment, 3CLogic gives a 360-degree view of each customer by providing records of all past interactions. 3CLogic also provides real-time and historical reporting and recording features as part of its contact center suite.

“With 3CLogic’s cloud based call center solution, we offer our customers exceptional service to get their devices working correctly on the first call every time,” Bhatnagar concluded.

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

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Edited by Brooke Neuman



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