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The “New” ServiceNow® Knowledge18 Highlights and Key Takeaways - 3CLogic - ContactCenterWorld.com Blog

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 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

6.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

7.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 



View more from 3CLogic

Recent Blog Posts:
How to make voice analytics your competitive advantage today and the future.October 9, 2018 5:00 AM
How to Build a Natively Integrated Call Center in ServiceNowJune 14, 2018 5:00 AM
The “New” ServiceNow® Knowledge18 Highlights and Key TakeawaysMay 19, 2018 5:00 AM
Mobile Trends Shaping the Future of Customer ServiceDecember 27, 2016 5:00 AM
5 Things You Can’t Miss at SugarCon 2016June 9, 2016 5:00 AM
6 Ways to Boost Sales in SugarCRMJune 3, 2016 5:00 AM
Customer Service Management for Today’s Enterprise Business: Merging “Old” with “New”May 6, 2016 5:00 AM
Top 5 Key Findings From CCIQ’s “Contact Center Technology” ReportApril 29, 2016 5:00 AM
3CLogic Scores High Marks on GetApp’s Call Center Rankings for Sixth Consecutive QuarterApril 22, 2016 5:00 AM
How to know it's time to create a contact center for your companyApril 15, 2016 5:00 AM

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