ROCKVILLE, Md.–(BUSINESS WIRE)–3CLogic, today announced the integration of its voice solution with ServiceNow’s native Virtual Agent as part of its ongoing collaboration with the company’s Technology Workflows business unit. The new offering will use ServiceNow’s Virtual Agent Designer, pre-built Virtual Agent topics, and natural language (NLU) engine to allow ServiceNow customers to easily create and deploy conversational self-service call flow to resolve common call questions quickly while improving the customer experience.
In a recent study in 20221, calling remains a preferred method of contact by individuals, with 27% reporting an increase in their use of call centers for services. With 3CLogic’s voice-enablement of ServiceNow’s Virtual Agent, customers will enjoy several new integrated capabilities and use cases including:
- Creating conversational IVRs using ServiceNow’s Virtual Agent Designer – the ability to design intelligent self-service call workflows using ServiceNow’s native drag-and-drop designer supported by 3CLogic’s integrated speech capabilities.
- Ability to extend existing Virtual Agent Chat flows to power new voice experiences – quickly deploy new voice workflows with the option to reuse, build, and apply existing virtual agent flows and topics to solve for common call questions or divert repetitive ones through of voice self-service and 3CLogic SMS.
- Use ServiceNow’s native natural language understanding (NLU) engine –apply the power of ServiceNow and 3CLogic’s native NLU models to determine caller intent and deliver meaningful conversations using the full context of the Now Platform.
- Enable service teams to create, deploy, and modify voice workflows without IT – empower departments and service teams to develop, test, and launch voice experiences without having to rely on valuable technical resources or suffer long delivery times.
A ServiceNow Premier Technology Partner, 3CLogic has seen strong demand for its broad range of voice, SMS, and cloud call center capabilities from ServiceNow customers looking to complement their use of ServiceNow digital channels (ie: knowledge portal, email, chat, etc.) .
“3CLogic’s customers are eager to leverage their investment in the Now Platform to deliver a superior customer and employee experience,” explained Denis Seynhaeve, CEO of 3CLogic. “Integrating our voice solution with ServiceNow’s Virtual Agent Designer provides another way to do this. Boosting ROI of course, but also delivering superior CX through self-service and easy onboarding of agents. It is strangely powerful.”
With active deployments on five continents, 3CLogic customers include well-known brands including 7-Eleven, Nissan, Denny’s, and Korber Pharma that use the entire ServiceNow suite for IT Service Management, Customer Service Management, HR Service Delivery, and the ultimate in Healthcare & Life Science Services.
“We are excited to deliver this additional level of functionality to our customers with the Now Platform Tokyo release in continued partnership with 3CLogic,” said Matt Schvimmer, SVP of product and service management at ServiceNow. “The phone remains a key communication channel for both customers and employees and this new capability will enable organizations to create modern voice workflows while leveraging the entire Now Platform to deliver great experiences and results.”
3CLogic’s Virtual Agent voice integration for ServiceNow is now generally available with ServiceNow’s latest Now Platform Tokyo release. As part of its ongoing work with ServiceNow, the company will be a sponsor and exhibitor at the upcoming ServiceNow World Forum in Chicago in November.
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 Contact Center Satisfaction Index 2022 I CFI Group