3CLogic the leading voice-enabled and cloud contact center platform solution for ServiceNow®, today announced new SMS capabilities to assist enterprise IT Helpdesks, Customer Support teams, or Employee Services groups using the ServiceNow platform for deliver better service experiences and results. The new set of texting features is generally available as part of 3CLogic’s spring software release.
“We are excited to extend these new SMS/text functionality to ServiceNow as we continue to innovate our offer,” said Navya Pandiri, VP of Product Management at 3CLogic. “SMS continues to be a popular public channel but has rarely evolved despite a notification tool in a business-to-consumer capacity-until now.”
Everywhere in today’s culture, text messaging continues to gain traction for its convenience, speed, and personalness. In a recent study, 95% of SMS messages were read within three minutes of being received. With proper use, enterprise organizations can actively set customer expectations on size, enable self-service, reduce call volume, or enable agents to deliver memorable customer service experiences.
The latest set of enhanced features will be part of 3CLogic’s spring release and include:
- ServiceNow Integrated Two-Way SMS- the ability to deliver an integrated and omnichannel agent experience from within ServiceNow’s Agent Workspace while facilitating convenient two-way SMS conversations with end-customers to resolve issues more quickly.
- Omnichannel SMS Routing for ServiceNow -the ability to use ServiceNow’s native Advanced Work Assignment (AWA), to easily route SMS requests and conversations along ServiceNow’s native service channels (i.e .: chats, cases, incidents, etc. .) to the most qualified agents based on availability, capacity, and skill.
- Now Integrated SMS Reporting Service -the ability to integrate key metrics and SMS data into ServiceNow reports to enable an integrated analytical view of all customer interactions, including the ability to integrate with the Performance Analytics and Workforce Optimization tools ServiceNow.
The upcoming release is in support of 3CLogic’s current SMS capabilities and features for ServiceNow which include Click-to-SMS, automatic SMS alerts/notifications, SMS surveys, automatic texting of relevant knowledge articles, and automatic ticket creation with ServiceNow. The solution is available for ServiceNow’s IT Service Management, Customer Workflows, and HR Service Deliver solutions.
For more information, register for 3CLogic’s upcoming online event “Integrating SMS and Service Today: Driving Great, Exceptional Customer Experiences with SMS” https://www.martechcube.com/3clogic-announces-enhanced-sms-capabilities-for-servicenow/ or email [email protected].
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