ROCKVILLE, Md .– (WIRE OF BUSINESS)-3CLogic, today announced the expansion of its technology partnership with ServiceNow® to include Technology Workflows. Based on its success with Customer Workflows, the collaboration will focus on filling current and future releases of the ServiceNow platform for ITSM with voice-enabled features and capabilities designed to deliver sophisticated experience in both self-service and live agent interactions.
A ServiceNow Premier Technology Partner, 3CLogic has seen intense demand for its voice and SMS capabilities from ServiceNow customers seeking to complement their use of ServiceNow’s digital channels (i.e .: knowledge portal, email, chat, etc.). With active deployments on five continents, the integration is used by major U.S. and international brands such as Wellstar Health System, Morgan & Morgan, and Nissan. Most recently 3CLogic and ServiceNow were jointly selected as runner-up in Constellation Research’s annual 2021 Enterprise Awards for “Best Enterprise Software Partnership.”
As the use of digital channels (i.e.; chatbots, etc.) by businesses continues to rise, voice remains an integral part of the customer service value chain. According to a recent study173% of companies admit that digital interactions often, if not always, end up over the traditional telephone channel, while 43%2 customers often feel “forced” to use self-service before contacting a live representative. In general, more than 60%3 Customers will choose to shop or support a business more if the customer experiences continue to be easy and convenient or warm and sociable.
“We are excited to further expand 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 by phone remains a critical requirement for organizations and these voice capabilities are powerful tools that will enhance this overall experience for any IT interaction.”
As part of the joint initiative, 3CLogic will enhance its current voice and contact center offerings, which now include integrated CTI, embedded IVR Call Flows, AI-powered call transcription and analytics, and integrated reporting to utilize additional components and workflows of the ServiceNow Platform ®. Together, the integrated offering will enable IT teams and service desks to create, deploy, and monitor smart and personalized customer experiences with the goal of more quickly resolving issues both self- service and live agent opportunities regardless of the channel the customer may choose.
3CLogic will be the sponsor and speaker at the upcoming ServiceNow Knowledge 22 conference in May.
About 3CLogic
3CLogic transforms cloud platforms or CRM by seamlessly integrating voice with existing digital channels. Its innovative solutions expand CRM and data platform capabilities for Global 2000 companies by enabling advanced and scalable features such as optimized self-service, virtual and live experiences. agent interaction, and conversational analytics. For more information, please visit www.3clogic.com.
ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries.
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CCW June 2020 Market Study: Modernizing Service Experiences using AI and Digital |
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2021 CCW Market Study: Trends, Challenges, and Innovations in the Customer Experience |
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2021 CCW Market Study: Trends, Challenges, and Innovations in the Customer Experience |