Rockville, Maryland–(Business Information)–ServiceNow®’s leading voice support and cloud contact center solution 3CLogic today announced a new strategic partnership with ScreenMeet. ScreenMeet is the only cloud-native, in-platform remote support solution that seamlessly integrates with ServiceNow. The cooperation between the two leading ISV and ServiceNow technology partners aims to complement ServiceNow’s existing self-service and digital channels, and will combine their respective communication products such as voice, text messaging, video, co-browsing and screen sharing to expand ServiceNow Omni-channel customer support capabilities.
“Although the focus of the organization is to prioritize self-service and digital channels, such as chat, to respond faster to customer inquiries, the fact remains that voice and video are still key customer engagement channels, especially today,” said Dennis, chief executive of 3CLogic Executive Officer Seynhaeve. “As employees’ work or consumer shopping experience becomes more remote or online, voice and video customer service interaction will become the new face of the organization, so it must be strategically integrated into the structure of any customer service operation.”
With 3CLogic’s ServiceNow voice and cloud contact center solutions, organizations can provide voice-enabled self-service robots and use ServiceNow’s IT Service Management (ITSM), Customer Service Management (CSM) or employee workflow to intelligently route complex queries to On-site seating solutions. Through the ScreenMeet partnership, organizations will be able to add on-demand virtual video or screen sharing proxy functions to ServiceNow’s integrated proxy workspace to promote a more efficient proxy experience and provide faster solutions for common IT support or consumer inquiries .
Ben Lilienthal, CEO of ScreenMeet, said: “As more and more people work remotely and online transactions continue to increase, the demand for more efficient individuals to support individual customers and employees has increased dramatically.” “We are proud to work with 3CLogic. Work together to expand ServiceNow’s platform. By combining our remote support and co-browsing capabilities with 3CLogic’s contact center solutions, ServiceNow users can have faster and higher-quality support interactions, thereby reducing operating costs and greatly improving customers And employee satisfaction.”
3CLogic and ScreenMeet are the only contact center and remote support applications that can provide a seamless and complex in-platform customer experience for ServiceNow ITSM and CSM users. The seamless user experience and two-way integration of 3CLogic and ScreenMeet help speed up support case resolution, thereby increasing support call throughput, thereby reducing transaction costs, while freeing up the ability to handle increased case volumes with the same staff.
Both 3CLogic and ScreenMeet are ServiceNow certified solutions and are currently available for purchase on the ServiceNow Store. (3CLogic list, ScreenMeet list).
About 3CLogic
3CLogic transforms the cloud platform or CRM by seamlessly integrating voice with existing digital channels. Its innovative solutions expand the CRM and data platform functions for global 2000 companies by supporting advanced and scalable features such as optimized self-service experience, virtual and real-time agent interaction, and dialogue analysis. For more information, please visit www.3clogic.com.
About ScreenMeet
ScreenMeet was founded in 2015 by online conference and customer support veterans, aiming to build a new generation of cloud-based enterprise customer support tools and IT help desks for industry-leading global brands.
For companies seeking to provide an excellent personal-to-personal customer support experience, ScreenMeet provides specially built support software that integrates with CRM and ITSM platforms using the latest cloud technologies. For more information, please visit www.screenmeet.com.
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