CASE STUDY

Cloud-Based Contact Center Solutions The Stride Center Story Training the Next Generation of Contact Center Employees

The Stride Center, a non-profit social venture, was created with one very specific mission ² alleviate poverty within urban areas by

harnessing the power of technology and the digital economy to help

Customer Profile men, women, and families find economic self-sufficiency and

The Stride Center is a non-profit independence. social venture working to empower economic self- Company Background sufficiency for individuals and communities in the San Francisco Oakland, California-based The Stride Center is a non-profit organization focused on alleviating Bay Area. poverty within urban areas by providing its students with the necessary technical skills to become economically self-sufficient. Specializing in job training within the technology space, The Stride Industry Center has witnessed extraordinary success by complementing classroom time with real-life Non-profit/IT Education employment through their privately owned enterprises. With annual graduates numbering between 400-500 students, the organization boasts a 70% hiring rate for students within their Core Website A+ program, with 75% going on to earn advanced certifications. For those privileged enough join www.stridecenter.com –Š‡’”‘‰”ƒǯ••‘ ‹ƒŽ˜‡–—”‡‹–‡”•Š‹’’”‘‰”ƒǡ™Š‡”‡•–—†‡–•‰ƒ‹Šƒ†•-on experience within the ‘”‰ƒ‹œƒ–‹‘ǯ•’”‹˜ƒ–‡Ž›‘™‡† ‘’ƒ‹‡•ǡͻͲΨƒ”‡Ž‹‡Ž›–‘ˆ‹†•— ‡••ˆ—ŽŒ‘„’Žƒ ‡‡–Ǥ

The Decision to Open a Contact Center Challenges x New to contact centers More than just a trade school, The Stride Center sets itself apart from other social ventures by x Required a solution that would providing its students the opportunity to work within its privately held companies. In fact, be technologically relevant to everyone who works for the program is a graduate. So where does 3CLogic come in? what call centers will need in the future DzŠ‡ƒ••‡••‹‰™Š‹ Š‡–‡”’”‹•‡•–‘ ”‡ƒ–‡ǡ™‡Šƒ†–‘†‘‘”Š‘‡™‘””‡‰ƒ”†‹‰ ™Š‡”‡–Š‡ x Inbound and Outbound technologies we”‡ǡ ™‹ŽŽ „‡ǡ ƒ† ™Šƒ– ƒ”‡ –Š‡ ”‡Žƒ–‡† Œ‘„ ‘’’‘”–—‹–‹‡•ǡdz •ƒ›• ƒ””‹‡ ƒ–Šƒ™ƒ›ǡ capabilities š‡ —–‹˜‡‹”‡ –‘”‘ˆŠ‡–”‹†‡‡–‡”ǤDz –™ƒ•†—”‹‰•‘‡‡š–‡•‹˜‡”‡•‡ƒ” Š–Šƒ–™‡•ƒ™”‡ƒŽ x Needed Salesforce integration and sustainable growth within the call center environment due to the re-shoring of call centers x Needed a scalable solution ˆ”‘‘˜‡”•‡ƒ•Ǥdz ƒ††‹–‹‘ǡŠ‡–”‹†‡‡–‡””‡ ‘‰‹œ‡†–Šƒ–™‹–Š–Š‡ƒ†˜ƒ ‡‡–‹ Ž‘—†ǡ–Š‡ that could mirror their growth ’”‡˜‹‘—•„ƒ””‹‡”•–‘‡–”›ƒ”‘—† ƒ’‹–ƒŽ‡š’‡†‹–—”‡•™‡”‡˜‡”›Ž‘™ǤDz –•ƒŽŽ‹–Š‡ Ž‘—†ǤŠ‘•‡

barriers are now gone for us thanks to ’”‘†— –•Ž‹‡͵‘‰‹ ǯ•ǡdz‡š’Žƒ‹•ƒ””‹‡Ǥ Solutions x Provide a next generation cloudʹbased contact center ‘ǡŠ‡–”‹†‡‡–‡”ǯ• ‘–ƒ – ‡–‡”™ƒ• ”‡ƒ–‡†ƒ†–Š‡‡‡†ˆ‘”ƒ ‘–ƒ – ‡–‡”•‘Ž—–‹‘„‘”Ǥ solution x Seamless Salesforce The Contact Center Checklist

integration As The Stride Center began to evaluate potential contact center solutions, it was important that any x Blended inbound/outbound solution support their core mission Ȃ to provide industry relevant training and expertise to their contact center solution •–—†‡–•Ǥ•ƒ””‹‡‡š’Žƒ‹•ǡDz‡‹‰‡™–‘ ‘–ƒ – ‡–‡”•ǡ™‡‡™™‡™‡”‡‹ƒ’‘•‹–‹‘–‘–ƒ‡ x Ability to quickly scale seats up advantage of the most state of tŠ‡ƒ”––‡ Š‘Ž‘‰›•‡”˜‹ ‹‰ ‘–ƒ – ‡–‡”•–‘†ƒ›Ǥdz ‘™‡˜‡”ǡƒ–ƒ or down depending on need basic level, the program required that Salesforce integration, scalability, ease of use, and ongoing x Ongoing training and support customer support be standard. To assist, The Stride Center recruited the help of 30-year veteran,

Bard Chodera, who quickly advised it to consider 3CLogic among a short list of other potential ƒ†‹†ƒ–‡•ǤDz ‡Š‡Ž’‡†—••‡‡–Šƒ–͵‘‰‹ ™‘—Ž†„‡ƒ‰‘‘† Š‘‹ ‡ˆ‘”—•ǡdz•–ƒ–‡•ƒ””‹‡ǤDz‡†‹†ǯ– know about 3CLogic when we started. We got luc›Ǥdz

9201 Corporate Blvd, Suite 470, Rockville MD 208050 P: 800-350-8656 CASE STUDY

Cloud-Based Contact Center Solutions

 ƒ††‹–‹‘ǡ Š‡ –”‹†‡ ‡–‡” ™ƒ• ƒ„Ž‡ –‘ –ƒ‡ ƒ†˜ƒ–ƒ‰‡ ‘ˆ ͵‘‰‹ ǯ• ͵ ‘—†ƒ–‹‘ǡ ™Š‹ Š donates the first five licenses to any non-’”‘ˆ‹–—•‹‰‹–• ‘–ƒ – ‡–‡”•‘Ž—–‹‘ǤDz‡”‡ ‘‰‹œ‡–Š‡ value non-profits play in the community and simply want to Ž‡†ƒŠƒ†–‘™ƒ”†•–Š‘•‡‡ˆˆ‘”–•ǡdz •ƒ›•ƒŒŠƒ”ƒǡ͵‘‰‹ ǯ• Ǥ DzŠ‡ –”‹†‡‡–‡”ǯ• ‰”‡ƒ–‡•–ƒ••‡–‹•–Š‡•ƒ‡‰”‡ƒ–‡•–ƒ••‡– ™‹–Š‹ƒ› ‘–ƒ – ‡–‡”ǣ‹–•’‡‘’Ž‡ǡdzƒ††•ƒ”†Š‘†‡”ƒǤDz‘’ƒ”–‡”™‹–Šƒ ‘’ƒ›™Š‘•‡‡• the vision and can provide tŠ‡”‡Ž‡˜ƒ––‡ Š‘Ž‘‰›™ƒ•‹’‘”–ƒ–Ǥdz

Training the Next Generation of Contact Center Employees

With 3CLogic, The Stride Center began to provide contact center resources to paying customers in late 2013, with its students at the helm. The integration with Salesforce was quick and seamless or Dz–‘— Š ƒ† ‰‘dz ƒ• ƒ””‹‡ †‡• ”‹„‡• ‹–Ǥ  ‘”‡ ‹’‘”–ƒ–Ž›ǡ the learning curve for both the new ‡–‡”’”‹•‡ǡƒ†–Š‡•–—†‡–•™‘”‹‰™‹–Š‹‹–ǡ™ƒ••Š‘”–ƒ†•™‡‡–ǤDz ˆ™‡ ƒ†‘‹–™‹–Š˜‡”›Ž‹––Ž‡ Š‡Ž’ǡ‹–ǯ•ƒ–‡•–ƒ‡––‘–Š‡‡ƒ•‡-of-—•‡‘ˆ–Š‡•‘ˆ–™ƒ”‡ǡdz•–ƒ–‡•ƒ””‹‡Ǥ•ƒ”‡•—Ž–ǡ–Š‡’”‘‰”ƒ™ƒ• quickly able to focus its energy on building the business, while providing its students with real-life ƒ† ”‡Ž‡˜ƒ– •‹ŽŽ• ƒ† ‡š’‡”–‹•‡Ǥ  DzŠ‡ •–—†‡–• —•‹‰ ͵‘‰‹  ‘™ –Š‡› ƒ”‡ ‰‡––‹‰ ”‡Ž‡˜ƒ– ´7KHVWXGHQWVXVLQJ experience in the contact center field. They like it. They find it eƒ•›–‘—•‡ǤŠ‡›‘™‹–ǯ•‰‘‹‰ 3CLogic know they are –‘„‘†‡™‡ŽŽˆ‘”–Š‡ǡdzƒ””‹‡•–ƒ–‡•Ǥ getting relevant experience in the contact center field. They like it.

They find it easy to use. :KDW·V1H[W"

7KH\NQRZLW·VJRLQJWR Despite being new to the contact center industry, The Stride Center has big plans for the very bRGHZHOOIRUWKHPµ ‡ƒ”ˆ—–—”‡ƒ†‡‡†‡†–‘ƒ‡•—”‡ƒ›’ƒ”–‡”™‘—Ž†„‡ ƒ’ƒ„Ž‡‘ˆŠƒ†Ž‹‰–Š‡”‹†‡ǤDz‡ƒ”‡ ƒŽ”‡ƒ†› ‡š’ƒ†‹‰ –Š‡ —„‡” ‘ˆ ƒ‰‡–•ǡ †—‡ –‘ ‘—” •— ‡••ǡdz ‡š’Žains Barrie. Handling

Barrie Hathaway thousands of calls, The Stride Center expects to continue to grow, and finds comfort in knowing

Executive Director, –Šƒ–͵‘‰‹ ™‹ŽŽ„‡–Š‡”‡–‘†‘•‘™‹–Š–Š‡ǤDz‡ ƒ„”‹‰—’ƒƒ‰‡–ƒƒœ‹‰Ž›“—‹ Ž›ǡdz•ƒ›•

The Stride Center Barrie.

Providing next generation cloud-based contact center solutions, 3CLogic has become a core part ‘ˆŠ‡–”‹†‡‡–‡”ǯ•‡†— ƒ–‹‘ƒŽ‡–‡”’”‹•‡™Š‹Ž‡†‡Ž‹˜‡”‹‰‡š ‡’–‹‘ƒŽ —•–‘‡”•‡”˜‹ ‡–‘‹–• Contact Us end- —•–‘‡”•ǤDz‡ƒ”‡—•‹‰–Š‡Žƒ–‡•–ƒ†‰”‡ƒ–‡•–•‘Ž—–‹‘ˆ‘” ‘–ƒ – ‡–‡”•ǡdz•–ƒ–‡s Barrie, (800) 350-8656 or visit Dzƒ† ™‡ ’‹– Š –Šƒ– ‡••ƒ‰‡ –‘ ƒŽŽ ’‘–‡–‹ƒŽ Ž‹‡–•Ǥdz • Š‡ –”‹†‡ ‡–‡” ‘–‹—‡• –‘ ˆ‹‰Š– www.3clogic.com poverty one student at a time, 3CLogic is there to help provide them with the relevant tools, expertise, support, and skills sets to grow.

9201 Corporate Blvd, Suite 470, Rockville MD 208050 P: 800-350-8656