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3CLogic Announces Strategic Collaboration with ServiceNow Technology Workflows Business Unit #contactcenterworld While the adoption of digital channels (ie; chatbots, etc.) by enterprises continues to increase, voice remains a key part of the customer service value chain. Per a recent study, 73% of companies admit that digital interactions frequently, if not always, end up escalating to the traditional phone channel, while 43% of customers often feel "forced" to use self-service before reaching a live representative. Overall, more than 60% of customers will choose to shop or support a business more if the customer experiences are consistently easy and convenient or warm and friendly. "We are excited to further our partnership with 3CLogic and enable voice experiences within our Technology Workflows," said Matt Schvimmer, SVP of Product and Service Management at ServiceNow. "Supporting employees and customers via phone remains a critical need for organizations and these voice capabilities are powerful tools that will improve this overall experience for any interactions with IT." As part of the joint initiative, 3CLogic will enhance its existing voice and contact center offerings, which include integrated CTI, embedded IVR Call Flows, call transcription & AI-powered analytics, and integrated reporting to leverage additional components and workflows of the ServiceNow Platform(R). #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, April 6, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |