3CLogic Announces New Omnichannel Integration with ServiceNow Digital Workflows and Agent Workspace.
Leading cloud contact center software announces new enhancements for ServiceNow’s Madrid release for Customer Service (CSM) and IT Service Management (ITSM).
ROCKVILLE, Md.–(BUSINESS WIRE)–lt;a href="https://twitter.com/hashtag/IVR?src=hash" target="_blank"gt;#IVRlt;/agt;–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.
Contacts
Kathy Ruxton
3CLogic
+1 240.803.4070
[email protected]
This article published with permission from Business Wire
