3CLogic, providers of voice-enabled and cloud contact center solutions for ServiceNow, has integrated its voice and SMS features and capabilities into ServiceNow’s Healthcare and Life Sciences Service Management offering.
“Voice continues to be today’s primary and preferred form of communication,” said Denis Seynhaeve, CEO of 3CLogic, in a statement. “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 of health care.”
With 3CLogic integration for ServiceNow HCLS Service Management, health and life sciences organizations can eliminate agent migration between channels and platforms, eliminate manual work and tasks through automation and self-service, enable patient care administrators to create and transform dynamic patient call experiences, and deliver better analytics with integrated reporting and AI sentiment scoring, all from the ServiceNow platform.
As part of its integration with ServiceNow, the 3CLogic solution will include the following:
- ServiceNow’s integrated Agent CTI and Omnichannel experience, allowing agents to manage both digital and voice interactions with patients or practitioners from ServiceNow’s Agent Workspace with presence-based channel routing, intelligent screen-pop , integrated click-to-call or click-to-SMS, and automatic activity postings.
- ServiceNow Voice and SMS Self-Service, with integrated text-to-speech, speech-to-text, natural language processing, one-way and two-way SMS, and dynamic interactive voice response call workflows to create and manage intelligent self-service experiences.
- Intelligent Patient Call Routing, to dynamically route patients to the most qualified live healthcare agent via phone or SMS based on ServiceNow data.
- ServiceNow Integrated Reporting and AI-powered Analytics, with rich engagement data, including call transcripts and machine learning-based sentiment scoring, integrated with ServiceNow’s Performance Analytics and workforce optimization features.
“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 Seynhaeve .
