The support team is quick to respond when we begin having issues with our systems or have general questions regarding functionality to allow me to assist in my job as a system administrator in the 3C system and with companies they're affiliated with. Our tickets and concerns have been investigated and taken care of quickly. Our two product support managers, Rachel and Morgan, have been thorough with communication to ensure we maintain deadlines. The report system makes it easy to narrow down information for thorough analysis of our calls and agents. I fully recommend them to any other companies looking for software to improve their call center performance.

Very strong integration with ServiceNow, which makes managing the e2e telephony and ITSM management work simple, flexible and nicely integrated. Excellent support for the early stages of installation, implementation, deployment and configuration. Training and enhancements have been valuable and delivered in a timely manner. Ongoing support and attention to our requirements has always been very good. We love the complementary capabilities provided by Observe.AI sentiment analysis solution.

Reliability and support are the two items that first come to mind when I envision my experience working with 3CLogic. Our enterprise has leveraged the 3CLogic solution, originally for our Service Desk/Help Desk team, and later expanded this platform out to support multiple operations teams as well as our inside sales team. While I inherited this from the original owner, I can say that both of our experiences have been nothing short of stellar. I have never had a better experience with another vendor within our telecommunications environment than 3C - and I doubt I will. Their team is incredibly easy to work with, they are *proactive* in terms of working to achieve or overcome obstacles and ensure stability within their environment and excel in their communication and relaying of information regarding upcoming changes or known issues/outages to their customers, and their support staff were not only knowledgeable and friendly - but they actively encouraged me to reach out if there were items that *they* could take off of *my* plate with respect to changes and management within our environment. They also provide an easily accessible ticket portal, and include multiple documentation within their support portal that assisted me on multiple occassions with identifying a solution without the need to submit a ticket. When I have had to submit a ticket, and these times are *very few*, their response and follow ups were exceptional - 3CLogic's support agents do such a good job with following through on our issues and driving these items to conclusion. I don't have to stay on them to ensure the issue is resolved - and they are more than helpful with working around my own schedule for any calls or troubleshooting sessions required. I would also note that they are extremely willing and helpful to assist with product training - I've had several teams that we moved over who had minimal experience with softphone clients, and 3CLogic's team were more than happy to provide multiple training sessions to assist with bridging the knowledge gap for our employees. I've gone through multiple migrations in my career, and this was the first time I've had the vendor provide the level of training that 3CLogic did. While they certainly have exceptional FAQs and documentation to provide, they understand that some individuals learn differently, and were more than willing to provide live training sessions via video call with Q&A afterward to ensure our staff felt confident with the new tools that 3CLogic was providing. Most of my work with 3CLogic was focused on operations, changes, troubleshooting the few issues that arose, or working as the SME/technical lead for the various projects deployed in our environment with 3CLogic's solution since late 2020. While I cannot speak directly as a manager of service desk agents or from an administrative standpoint, I would be remiss if I did not note that both our current Service Desk manager and her predecessor are huge fans of the 3CLogic team and its product. Specifically with regards to anyone looking at this from a position of managing a service desk or help desk team, I would note that the options and flexibility provided from 3CLogic is extremely helpful with respect to the reports and analytics available to give you the data you or your leadership desires. I could easily go on with the joys of my experience with 3CLogic's team at length, but this review is already getting quote length. I would close with the following: If you are looking for an exceptional team and solution for your call center or IVR needs for your organization, I cannot encourage the 3CLogic solution and their team more after working with them for the past four years in my role as SME/lead voice engineer for our enterprise. 3CLogic and their people and culture are simply the best.