Logic+
Logic+ is a robust workflow tool designed to streamline customer interactions, elevate agent productivity, and optimize call flow management. This powerful platform enables organizations to build, customize, and manage dynamic call flows that seamlessly integrate with existing systems, supporting a wide range of operational needs. Through its flexible framework, Logic+ empowers businesses to create complex, responsive workflows that align with specific organizational objectives, ensuring customer inquiries are addressed with precision, efficiency, and speed.
Logic+ comes with a wide range of panels that serve specific purposes, including the following:
Click on any of the links below to access specific Logic+ panel articles:
Data
Set Variable: Updates a specified interaction variable with a new value, allowing for dynamic decisions and tracking within the interaction.
Integration: Connects to third-party systems directly within the Logic+ flow to expand functionality.
SharpenDB SELECT: Executes a SELECT on custom tables and data in SharpenDB, supporting personalized customer experiences and dynamic routing decisions.
SharpenDB DELETE: Executes a DELETE on custom tables and data in SharpenDB.
SharpenDB UPDATE: Executes an UPDATE on custom tables and data in SharpenDB.
SharpenDB INSERT: Executes an INSERT on custom tables and data in SharpenDB.
PortX: Simplifies integrating your Sharpen contact center or IVR with any banking core.
Action
Condition: Evaluates a condition to support decision-making in Logic+ flows.
Switch: Evaluates an interaction variable to enable branching paths or actions based on the comparison result.
Send SMS: Sends text messages to recipients based on configured settings.
Send Email: Dispatches emails based on configured settings within the Logic+ flow.
Transfer to Classic Logic: Facilitates outbound calls using Classic Logic functionality.
Time Control: Implements time-based controls within the Logic+ flow.
Logic+ Subroutine: Executes a defined subroutine within the Logic+ flow to streamline processes.
Queue
Transfer to Queue: Directs the caller to a specified queue for further assistance.
Notify Agent in Queue: Sends an in-app notification to an agent currently logged into a queue.
Agent Assist: Displays data from previous panels within the Sharpen UI, ensuring seamless information flow and improved agent visibility.
Inbound Voice
Play Message: Plays audio prompts and captures DTMF inputs for use in routing or decision-making.
Convert To Voice: The panel initiates a call to a provided customer number.
Transfer To External: Redirects the caller to an external phone number.
Disconnect: Ends a call interaction.
Bots
Bot - Customer360: Reviews a customer's inbound queue activity on the Sharpen platform for enhanced customer insight.
Summary
Each panel serves a unique purpose, allowing businesses to tailor their workflows to their specific needs. By utilizing Logic+, businesses can improve customer satisfaction, reduce wait times, and optimize their overall customer service experience.