Leading European transportation company chooses 3CLogic to optimize agent performance

3CLogic, a leading provider of ServiceNow voice solutions, announced the selection of its Avaya Connector to provide an integrated agency experience of ServiceNow CSM products provided by a large European organization specializing in transportation and real estate development.

The solution came about because the organization sought to optimize the efficiency of its more than 500 agents to address the direct impact of the COVID-19 pandemic this year, while achieving long-term growth plans.

Matt Durkin, 3CLogic’s vice president of global sales, said: “We often see large organizations with existing legacy systems trying to expand investment in phone hardware by integrating existing content with newly adopted cloud solutions such as ServiceNow.” With 3CLogic’s Avaya connector, customers can close the gap and meet the immediate integration needs inherent in having two distinct systems and environments, while at the same time providing the foundation and choice of transformation strategies for migrating to a complete enterprise cloud alternative in the digital age. “

The organization needs to provide services to millions of customers every year, with more than 20,000 internal employees, so it needs a solution that can quickly merge its existing local Avaya system and IVR call flow with ServiceNow to create a simplified omnichannel agent Work area. More importantly, the company needs ServiceNow-certified products to support future ServiceNow versions, and can choose to migrate from the local system and completely replace its local system when needed.

As part of the deployment, 3CLogic-ServiceNow integrated solutions include:

• Integrate with local Avaya Aura to take advantage of existing call flow, routing and hardware.
• Use ServiceNow OpenFrame and Agent Workspace for embedded CTI integration and synchronize agent status for ITSM and CSM to create a single agent experience across channels (digital and voice).
• ServiceNow integrated call functions, including ServiceNow click-to-call, dynamic screen pop-up, and automatic interaction/emergency/case creation, can improve the customer experience while eliminating manual tasks.
• Automated post-call activities to facilitate ServiceNow reporting and comprehensive analysis insights.
• If necessary, you can choose to replace the existing Avaya internal deployment with a complete enterprise cloud call center solution for ServiceNow.

About 3CLogic

3CLogic is a leading cloud contact center platform that can modernize corporate communications with employees and customers. The solution is built on Amazon Web Services (AWS) and provides advanced and scalable voice support products for leading CRMs (including ServiceNow, Microsoft Dynamics, Salesforce and SugarCRM). Through deployments on five continents and a growing Global 2000 customer base, 3CLogic promotes CX, organizational efficiency and reporting insights through voice-based self-service, dynamic IVR, CTI, AI, advanced voice analysis and API-driven services Digital transformation and integration.

For more information, please visit www.3clogic.com.