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The leading provider of voice, SMS and cloud contact center solutions expands its range of offerings with new SAP Service Cloud integration
ROCKVILLE, Md.–(BUSINESS WIRE)– 3CLogic the leading voice-enabled and cloud contact center solution for CRM and customer service management platforms, today announced its latest integration with SAP’s new intelligent Service Cloud. The release comes as 3CLogic continues its global success providing similar offerings for ServiceNow, Microsoft Dynamics, and Salesforce with extensive multi-channel capabilities.
“We are excited to begin this journey with SAP,” said Denis Seynhaeve, CEO at 3CLogic. “Our solution is designed to be an engagement layer deeply integrated with major CRM and customer service platforms. The approach has been proven to deliver superior ROI and CX results compared to the traditional separate omni-channel stack approach, as it enables enterprise organizations to integrate their operations and flows of customer experience work in their core system of record.”
In a 2022 study by Gartner1, 74% of customers list a seamless customer journey across assisted and self-service channels as “important” or “very important.” This comes at a time when most expect organizations and corresponding agents to have access to all information related to their account and marketing, sales, and service queries regardless of the chosen communication channel.
As part of its SAP integration, the 3CLogic solution includes:
Integrated SAP Service Cloud Agent CTI – the ability for agents to manage voice or SMS interactions from a unified SAP agent desktop with intelligent screen-pops, integrated click-to-call or click-to-SMS, and automatic activity postings.
SAP Integrated Voice and SMS Automated Workflows – integrated text-to-speech, speech-to-text, natural language processing, one-way and two-way SMS, and dynamic SAP-integrated IVR call workflows to create and manage intelligent experiences customer self-service designed to deliver quick resolutions to common requests.
SAP Intelligent Call Routing – the ability to dynamically route customers to the most qualified customer service agent via phone or SMS based on SAP contextual data available throughout the business (ie: sales, procurement, support, etc.).
Integrated SAP Call Reporting and AI-powered Analytics – rich engagement data, including call transcripts and machine learning-based sentiment scoring, integrated with SAP to deliver quality assurance capabilities and insights at scale.
Flexible Enterprise Deployment Models – the ability to leverage existing on-premise legacy investments (ie: Cisco, Avaya, Genesys, etc.) with 3CLogic’s hybrid cloud deployment option or enjoy a complete cloud-hosted solution supported by a globally distributed cloud data-centers and telecommunication carriers.
“The new SAP Service Cloud is a perfect fit for us, and we look forward to providing SAP customers with the same benefits that our existing global customers already enjoy,” Denis said.
3CLogic integration for SAP Service Cloud will be available starting November 2022. For more information, please contact [email protected].
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 Gartner: 2022 Customer Service Trends and Priorities
See the source version on businesswire.com: https://www.businesswire.com/news/home/20221012005028/en/
Janet Mesh
[email protected]
Source: 3CLogic