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3CLogic - ContactCenterWorld.com Blog

How to make voice analytics your competitive advantage today and the future.

With Voice activated personal assistants becoming the new user interface of choice in our homes and cars, it’s only natural for enterprises to focus on voice interface technology as a customer engagement channel.

Analytics Today
Innovative solutions that deeply integrate voice (AKA contact center telephony) into service management platforms, like 3CLogic and ServiceNow’s combined offering, allow enterprises to gain unparalleled visibility into customer-agent (or virtual agent) engagements, extracting valuable data and putting it to work.

Valuable data is mined and presented in 3CLogic’s consolidated reports and dashboards seamlessly integrated within the ServiceNow platform. Thanks to a flexible, configurable framework, Contact Center Supervisors and Managers can easily customize, filter, and drill-down into communication data points with an easy-to-use, drag and drop interface and view them alongside ServiceNow reports. Performance of individual agents as well as the contact center itself can be measured using metrics that include:

  • Number of inbound/outbound contacts attempted
  • Connection rates and average talk time
  • Quantity abandoned and transferred calls
  • Agent status/availability (available, busy, away)
  • Wrap up-time, handle time

Where It’s Headed (and will arrive soon!)
3CLogic is taking customer engagement visibility with ServiceNow to the next level with enhanced real-time supervisor dashboards and wallboards providing access to more KPIs for a complete view of activity, including:

  • RONA (Rang at least one agent and were not answered) or missed calls
  • Current queue wait time
  • Wait time between calls
  • External Transfer
  • Call backs
  • Handled Count
  • Total Talk Time
  • Total Wrap Time
  • DNC
  • And more

 In addition to real-time data enhancements, 3CLogic is digging deeper into voice to offer new sentiment analysis, bringing the Knowledge18 Hackathon win to life!

In the past, visibility into voice conversations between customers and customer service agents had been limited to the notes that the agents enter, or do not enter, after a call ends and data is logged into ServiceNow.

The soon-to-be revealed sentiment analysis capabilities will provide unprecedented visibility into a conversation as close to real-time as possible, assign sentiment such as positive, negative and neutral ratings and drive automated tasks based on the analysis.

 Unlocking these valuable insights and acting upon them leads to improved customer experience, increased customer loyalty and contributes to real business transformation. Organizations are increasingly taking these necessary steps to become truly customer centric – and you should too.

Where Can I See It Live?
3CLogic will unveil its newest inbound/outbound activity dashboards, wallboards and sentiment analysis capabilities within ServiceNow at upcoming NowForum and NowSummit events.

Click here to see the dates and locations most convenient for you – we hope to see you soon!

Source: https://blog.3clogic.com/contactcentervoiceanalytics

Publish Date: October 9, 2018


How to Build a Natively Integrated Call Center in ServiceNow

Tune into an under-the-hood demonstration of  how to build a native call center in ServiceNow in this on-demand webcast. Understand the top issues enterprises seek to resolve using this 3CLogic-ServiceNow combined offering as we explore the key building blocks that construct this powerful solution, including:

  • Openframe and CTI
  • Interactive Voice Response (IVR
  • Integration Designer
  • Reporting & Analytics

Abid Hoque is a Senior Project Manager and Implementation Specialist at 3CLogic, innovator of the leading cloud communication platform and Now certified, natively integrated application available in the ServiceNow store.  He’s implemented 3CLogic's cloud contact center solution for enterprise clients for the past 5 years and is a leading technical expert on the integration for ServiceNow.

Watch the recording now.

More About 3CLogic's Native Integration for ServiceNow
3CLogic has the only native ServiceNow certified platform CTI application developed 100% within ServiceNow. No additional resources, platforms or services are required. 

Enterprise organizations can operate their call centers from a single, consolidated platform leveraging a unified agent and administrator experience to simplify the delivery of high quality customer engagement and support. Read the press release for full details.

Interested in scheduling a demo for you and the members of your team? Send us an email or fill out this quick online form.

Source: https://blog.3clogic.com/how-to-build-a-native-call-center

Publish Date: June 14, 2018


The “New” ServiceNow® Knowledge18 Highlights and Key Takeaways

A record 20,000 attendees consisting of a vast array of enterprise IT professionals and leaders gathered at the Sands Expo Hall in Las Vegas last week to experience the future of work according to ServiceNow – and the company did not disappoint!

The massive 3-day event was packed with keynotes, analyst presentations, classroom sessions, developer labs and exhibits with over 100 ServiceNow partners, showcasing the latest technologies, trends and topics related to the future of ServiceNow, the ecosystem and how the company is empowering digital transformations and delivering great customer and employee experiences.

Read on to explore the top highlights from the show:

  1. ServiceNow's New Look
    Definitely a big part of the buzz was the unveiling  of ServiceNow’s new logo and branding. No doubt emphasizing a desire to excite buyers and users beyond the IT department, the new logo replaces the on/off button that once served as the “o” in “Now” with a human-style form to suggest people, rather than technology, are at the center of the brand. 
  2. Technology Focus
    A large dose of the buzz was also around the five ServiceNow suites: Customer Service Management (CSM), IT (including ITOM, ITBM, and ITSM), Security Operations, HR Service Delivery and Custom Apps. It is clear that the ServiceNow platform is expanding at an extraordinary rate, with the core suites increasing in depth, especially CSM. We also learned more about the new technology in upcoming releases, i.e. London in Q3 of this year, that ServiceNow has dropped all across Knowledge18 sessions. We also got a good lesson from keynotes on emerging technologies like AI, automation and machine learning.
  3. 3CLogic Hackathon Win 

    On the topic of machine learning and AI, 3CLogic was named the overall winner of the CreatorCon Hackathon. “Team Vocalize”, consisting of developers Rahul Malhotra, Swati Malhotra, and Amar Singh, with executive sponsor Guillaume Seynhaeve, 3CLogic vice president of Business Development & Sales, beat out 28 other teams with its application that showcased the power of speech transcription with artificial intelligence and machine learning to translate the voice of the customer into actionable ServiceNow tasks. 

    The application solves a number of crucial challenges in today’s contact center landscape, including the ability to:

    • Capture customer engagements for analysis to drive key insights into the quality of the interaction
    • Improve responsiveness to exceed customer expectations, while giving supervisors an unbiased and real-time view of the emotion of clients being served.
    • Leverage a coaching platform for agent training and improvement.

    The team created the app using commercial off-the-shelf technology, including Amazon Web Services Transcribe, Lamda and Comprehend, together with the 3CLogic cloud-based IVR solution and the ServiceNow platform. Read more in our press release.

  4. 3CLogic New Native Integration with ServiceNow
    3CLogic unveiled its new solution at Knowledge18 that features a fully-native integration within the ServiceNow® platform. Enterprises can now operate their call centers from a single, consolidated platform leveraging a unified agent and administrator experience to simplify the delivery of high quality customer engagement and support. Traffic at the booth was constant to see first-hand how agents and administrators can now work more effectively and efficiently with all customer data, workflow and enterprise resources in one place, without having to leave ServiceNow.

If you missed us at the show, view our new ServiceNow integration video here.

3CLogic is proud to be the only ISV Silver Technology Partner with a fully native telephony solution with ServiceNow. And like ServiceNow, 3CLogic’s platform will continue to evolve and address the emerging needs and requirements in today’s customer-centric organizations.

Interested in scheduling a demo to see this new integration in action? Send us an email or give us a call at (800) 350-8656 and hit option #2 for Sales.

Source: https://blog.3clogic.com/knowledge18recap

Publish Date: May 19, 2018

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