#contactcenterworld, @3clogic, @servicenow
Rockville, MD, USA, Apr 5, 2022 -- 3CLogic, announced the expansion of its technology partnership with ServiceNow(R) to include Technology Workflows. Tthe collaboration will focus on complementing ServiceNow’s existing and future platform releases for ITSM with voice-enabled features and capabilities designed to deliver experiences across both self-service and live agent interactions.
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.
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"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).
Posted by Veronica Silva Cusi, news correspondent
3CLogic offers a complete suite of inbound, outbound, and blended cloud-based contact center solutions based on an innovative distributed approach (Virtual Telephony Application Grid or V-TAG) that eliminates the need for legacy server-centric architecture. Providing companies with a 360-degree view of all their customer interactions, regardless of the channel chosen, 3CLogic’s solutions allow for a timely and accurate means by which to offer first call resolutions. As a true cloud software solution, hosted on AWS, it offers seamless integration with other cloud-based solutions, including CRM and WFM, while providing market-leading security, scalability, and reliability. Finally, in addition to traditional contact center features (i.e. multichannel communication, IVR, ACD, predictive dialer, etc.) 3CLogic provides a powerful reporting framework with business analytics and real-time scripting engine.
ServiceNow is a platform-as-a-service provider of IT service management software. It was founded in 2003 by Fred Luddy, the previous CTO of Peregrine Systems and Remedy Corporation.
Published: Wednesday, April 6, 2022
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