3CLogic,
a leading provider of cloud contact center software for enterprise
businesses, today announced its newest offering for ServiceNow®,
as it continues to extend its existing native integration with the
service management platform.
The new enhancements work to compliment ServiceNow’s latest Madrid
release and agent workspace, for both its Customer Service (CSM) and IT
Service Management (ITSM) products, creating a fully omnichannel
solution. The release seamlessly embeds voice and SMS channels with
ServiceNow digital workflows (i.e. email and chat), while integrating
with ServiceNow’s new Advanced Workflow Assignment (AWA) engine.
As enterprises seek to leverage AI and self-service as part of a modern
approach to customer care, many struggle with how to universally manage
complex or time sensitive issues across disparate channels when
self-service or AI may be ill-equipped to assist. The new 3CLogic
offering is designed to empower organizations to easily manage customer
engagements across both digital and voice workflows, while enabling the
modern super agent to easily access relevant customer data to resolve
issues faster – all from one unified agent and administrative platform
within ServiceNow.
Organizations’ ability to effectively blend customer engagement channels
(email, voice, chat) and AI enable tools is the key to superior customer
experience, leading to better CSAT scores and retention.
“The key to customer care in the foreseeable future will be in an
organization’s ability to balance customer engagement channels (email,
voice, chat) and AI-enabled tools properly. While AI and self-service
will continue to play a growing role, the human touch and how well
companies empower their agents with the right tools and technology
across channels will still remain a differentiating factor,” says Denis
Seynhaeve, CEO at 3CLogic.
3CLogic is a Now® Certified application and one of the most popular
offerings on the ServiceNow
Store, with active deployments on four continents. Features for its
AWS-hosted cloud contact center solution include: Computer Telephony
Integration (CTI), intelligent Interactive Voice Response (IVR),
Automatic Call Distribution (ACD), click-to-call, click-to-SMS,
skills-based routing, automated activity postings, customer
self-service, reporting & analytics, sentiment analysis, and more.
The announcement was made today as the ServiceNow Knowledge19
annual customer conference kicks off with over 20,000 attendees. The
event is considered one of the largest gatherings of professionals
leading the enterprise digital transformation across IT, Customer
Service, Human Resources (HR), Security and departmental Business
Applications to deliver the next level of customer and employee
experiences. 3CLogic, a ServiceNow Silver Technology Partner, will demo
its latest offering during expo hours at Booth #826.
About 3CLogic
3CLogic is a leading cloud contact center platform modernizing
enterprise communications with their employees and customers. Built on
Amazon Web Services (AWS), the solution provides advanced and scalable
speech-enabled offerings for leading CRMs, including ServiceNow,
Salesforce, and SugarCRM. With deployments on four continents and a
growing base of Global 2000 clients, 3CLogic drives digital
transformation by improving CX, organizational efficiency and reporting
insights using dynamic IVR, CTI, AI, advanced analytics, and API-driven
integrations. For more information, please visit www.3clogic.com.
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