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Cloud Call Center Featured Article

July 13, 2012

Integrated Cloud-based Services - A Paradigm Shift in Cloud Computing?

Cloud Call Center Resource Contributor

With the haze slowly moving away from the cloud, customers are increasingly adopting cloud-based services, but how much more value would it give customers if different such services were integrated under one umbrella?

Well, here's a chance to find out, as VA Associates and 3CLogic have now partnered to offer combined IT Service Management and contact center services to their customers securely from the cloud.

This combined virtual offering in the form of a 'unified service' is expected to provide customers with comprehensive computer telephony integration, which customers can deploy from any location they want.

“The partnership between 3CLogic and VA Associates, LLC opens new doors and opportunities for businesses looking to take their IT Service Management to the next level,” said Raj Sharma, president and CEO at 3CLogic.

3CLogic offers a full suite of cloud based inbound and outbound customer interaction channels while VA Associates has gained recognition as a one-source IT Solution Company, offering a wide array of services.

The unified service will provide a single window interface for IT Service Management and Call Center and eliminate duplicate entries in multiple locations and databases. Help desk and call agents can hence receive calls from a single window, ensuring greater customer satisfaction.

In addition, agents can be coordinated and managed from anywhere and a single click will allow access to real time reports and recordings.

Hence, with 3CLogic, VA Associates' customers will be able to leverage a completely virtual inbound solution successfully with remote IT support staff and can launch and deploy their contact center operations in a short time with fully integrated IT Service Management. 

In addition, VA Associates' customers don't need to invest in heavy infrastructure and equipment; all they require is a PC, an Internet connection and a good headset.

This concept of 'integrated services' under a single umbrella could prove valuable for government and commercial markets as they move from “in-house, big box computing to a utility service that is much more flexible and cost effective.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Edited by Allison Boccamazzo


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