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:

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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

2020 Buyers Guide

Get Listed

Analytics

 

1.)

Acqueon Technologies Inc. Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models. PH: +1 888-946-6878 https://www.acqueon.com/

2.)

CUSTOMER SQUARE CROSSCRM.CX - CRM Dataviz Module CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights. All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf PLUS ! Automated extracts for integration to third party applications. https://cross-crm.com/index.php/en/crmdataviz3

3.)

Lieber & Associates Contact center Analytics and Metrics Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers. PH: +1-773-325-0608 https://www.lieberandassociates.com/Consulting/strategy-and-management-study-call-contact-center.html

4.)

Noble Systems Noble IQ Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong. PH: +61 (0) 3.9008.1700 https://www.noblesystems.com/solutions/business-insights-analytics/

5.)

PRILINK SIP-Trunk Demarc Monitor Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification. PH: 905-882-4488 https://www.prilink.com/sip-trunk-analytics

 

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