#contactcenterworld

Rockville, MD, USA, Mar 24, 2022 - 3CLogic, a voice-enabling and cloud contact center platform solution for ServiceNow, announced the recent selection of its platform by Morgan & Morgan, a personal injury law firm in America. The latest technology partnership will support Morgan & Morgan’s efforts to enhance IT services to its distributed employees.

An active user of ServiceNow’s IT Service Management (ITSM) platform to manage daily IT requests, Morgan & Morgan required a ServiceNow-centric voice and call center solution to optimize the experiences for its employees while leveraging its existing on-premise environment. 

"Our goal is always to provide an efficient white glove service for our Attorneys and staff so they can continue to provide the same efficient white glove service to our clients. To do this, we needed to find a voice solution that integrated with our instance of ServiceNow as seamlessly as possible to be an extension of the Service Desk team while empowering our end users", explains Ismael Tanon, IT Manager at Morgan & Morgan.

According to a recent Gartner study, enterprises are expected to increase their adoption of Contact Center as a Service (CCaaS) over the next few years and replace their existing on-premise solutions to enable more operational flexibility and easier integrations with third-party applications. However, implementing such changes is often painfully slow, taking between 7-24 months to execute.

"3CLogic’s Hybrid solution provided a way to leverage what we had while enabling much more", states Ismael. "With its integration to ServiceNow, end users now have a wide variety of self-service options to address their issues. For calls that require our Service Desk team, the pertinent data provided to our Service Desk members allows us to quickly identify contact info and history to easily resolve recurring and nonrecurring issues for our end users."

"We see many enterprise organizations struggle with how long it takes to migrate from their current on-premise solutions to the cloud which impact the time to value and ROI," explains Matt Durkin, VP of Global Sales at 3CLogic. "Often times, individual departments or service teams are held hostage to that process despite having immediate needs, such as deep integration of their call center with cloud platforms like ServiceNow, to drive value for their customers. Our Hybrid Cloud approach shortens the time-to-value to a matter of weeks."

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, March 25, 2022