3CLogic customers save up to 30 hours a week by automating call reviews

Free up hours of work with automation

As a leading CCaaS (Contact Center as a Service) provider, 3CLogic helps enterprises and BPOs manage high volumes of customer conversations by integrating its voice platform directly with CRM systems like ServiceNow and Salesforce. This seamless integration simplifies call workflows and enables organizations to manage voice interactions alongside other customer engagement channels—all within a single platform.

But with so many moving parts, evaluating calls and coaching agents can be taxing and time-consuming, especially when it’s done manually.

“There are a lot of organizations that have millions of [customers],” says Rachel Brown, Senior Customer Success Manager at 3CLogic. “The task of reviewing a call falls on a manager, a team lead, or a supervisor—people who already have a ton of other daily responsibilities.”

Brown oversees some of 3CLogic’s largest accounts while managing its partnership with Observe.AI and selling the latter’s solutions to enterprise customers. This unique role gives her a front-row view of the day-to-day challenges of contact centers and how automation can address them.

“Where Observe.AI really comes into the fold is it automates that process,” says Brown. “Companies don’t have to spend 30, 40, 50 minutes reviewing a call, finding a call, matching that call into a CRM system. It increases the efficiency of supervisors.”

The impact for the 25+ 3CLogic customers using Observe.AI has been substantial, with some saving 20 to 30 hours per week, according to Brown. “That time saving alone is huge,” she explains. “It frees teams up to focus on higher-value operational work instead of spending hours manually reviewing calls.”

Quick rollout and real impact

Their customers are also seeing results faster with the speedy implementation of Observe.AI.

“If a customer comes to me and wants to be up and running with Observe.AI in as little as two weeks, we can make it happen,” says Brown.

This fast turnaround has enabled 3CLogic to quickly roll out the platform to its BPO customers, who often lack consistent evaluation processes and are eager to see immediate results.

Better agent support from day one

In industries where agent churn is high, Observe.AI supports targeted coaching and helps bridge onboarding or process gaps that can lead to early exits.

“One of the biggest key drivers that I’ve seen is employee retention,” shares Brown. “Customers are using Observe.AI in that key 30-, 60-, 90-day window to figure out: is it more handholding the agent needs? Is it more training? Are they adhering to process?”

Experienced, longer-tenured agents also benefit, especially when their success can be replicated for the benefit of others.

“If [a customer has] a long-term employee who handles a call in an optimal way, and you can hear and analyze that call using Observe.AI, you can take that data and use it to train [other] new agents. That’s extremely valuable,” adds Brown. “It enhances the agent experience, and in turn, the customer experience.”

Insights that drive more informed decisions

Importantly, businesses gain greater visibility into what’s working, what’s not working, and where to take action. These insights help inform business and strategic decisions, not just in the contact center.

As Brown notes, “If a call center is fielding constant complaints about a store or a product, that feedback can roll up to marketing or operations. You start to really hear the voice of the customer and change the way your organization runs.”

She also sees value in Observe.AI’s ability to help organizations ask better questions, track the right metrics, and grow intelligently.

“AI has definitely played a key role,” she adds. “Understanding key call drivers, key Moments, key KPIs—using machine learning and AI helps an organization know where they need to go.”

And how does she know it’s working? “If AI is answering the right questions, saving time, and making the organization run better, that’s the key.”  

Looking ahead, Brown expects data from Observe.AI to contribute even more to how businesses operate. “I think we’ll see organizations continue to expand how they use the data across departments. That’s where the real long-term value comes from.”