ROCKVILLE, Md.–(BUSINESS WIRE)–3CLogic, the leading voice-enabled and cloud contact center solution for ServiceNow®, today announced the integration of its voice and SMS features and capabilities into ServiceNow’s Healthcare and Life Sciences Service Management offering. The release follows the company’s continued success enabling ServiceNow IT Service Management, Customer Service Management, and/or HR Service Delivery customers with native and intelligent call workflows to optimize their service desk or customer support operations.
“Voice continues to be the primary and preferred form of communication today,” explains Denis Seynhaeve, CEO at 3CLogic. “While digital channels, such as chat or chatbots, are effective in deflecting simple requests, voice remains the more appropriate channel for handling the types of complex, sensitive and urgent inquiries common in the industry. health care”
According to a recent study1, more than 70% of patient experience professionals identify contact centers as a high priority and strategic asset. With 3CLogic integration for ServiceNow HCLS Service Management, health and life sciences organizations can eliminate the need for agent swivel-chairing between channels and platforms, eliminate manual work and tasks through automation and self -service, enable patient care administrators to easily create and modify dynamic patient call experiences without relying on IT resources, and deliver better analytics with integrated reporting and AI sentiment scoring – all from the comfort of the ServiceNow platform.
As part of its integration with ServiceNow, the 3CLogic solution includes:
- Integrated ServiceNow Agent CTI and Omnichannel experience – the ability for agents to manage both digital and voice interactions with patients or practitioners seamlessly from ServiceNow’s Agent Workspace with presence-based channel routing, smart screen-pop, integrated click-to -call or click-to-SMS, and automatic activity postings.
- ServiceNow Voice and SMS Self-Service – integrated text-to-speech, speech-to-text, natural language processing, one-way and two-way SMS, and dynamic IVR call workflows to create and manage intelligent self-service experiences service designed to quickly resolve common patient questions such as making a new request, providing the latest policy update, or confirming an appointment.
- Intelligent Patient Call Routing – the ability to dynamically route patients to the most qualified live healthcare agent via phone or SMS based on ServiceNow data to quickly address time-sensitive or complex inquiries.
- ServiceNow Integrated Reporting and AI-powered Analytics – rich engagement data, including call transcripts and machine learning-based sentiment scoring, integrated with ServiceNow’s Performance Analytics and WFO features to enable an integrated view of any operations health care.
“Our goal is to improve the patient experience by expanding the ServiceNow platform and workflows to guarantee the same level of service and care when someone calls as they would if they just sent an email or chat,” said Denis .
The 3CLogic solution for ServiceNow HCLS is generally available. For more information, please contact [email protected] or visit the 3CLogic ServiceNow Store listing.
3CLogic is a ServiceNow certified Technology Partner.
About 3CLogic
3CLogic transforms cloud platforms or CRMs by seamlessly integrating voice with existing digital channels. Its innovative solutions extend CRM and data platform capabilities for Global 2000 companies by enabling advanced and scalable features such as optimized self-service experiences, virtual and live agent interaction, and conversational analytics. For more information, please visit www.3clogic.com.
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1 https://www.nasdaq.com/press-release/seven-out-of-10-patient-experience-professionals-identify-contact-center-as-a-high