ROCKVILLE, Md.–(BUSINESS WIRE)–3CLogic, the leading voice-enabled and cloud contact center solution for CRM and customer service management platforms, today announced its platform deployment of InEight, a leading construction project management software used in more than 60 countries and trusted in over $1 trillion in projects worldwide. The recent technology partnership will support both its sales and support operations while integrating its two core workforce platforms, ServiceNow® and Salesforce®, for teams located across the United States, Australia, and Sri Lanka.
With a combination of different voice and call center offerings to both its customer support and sales teams, the organization struggled to streamline its day-to-day operational workflow due to increasing sales opportunities and a desire to scale inbound experiences for a global footprint. More importantly, the limited voice integration in both Salesforce Sales Cloud and ServiceNow Customer Service Management has left a heavy dependency on manual work for routine tasks, such as on-call scheduling, affecting the overall productivity of both department. The call center’s use of multiple platforms without significant integration with the company’s core systems of record also complicated the ease with which it could generate meaningful reporting insights without heavy reliance on data export. and Excel spreadsheets.
“InEight is always seeking to optimize the level of service it provides to its current and future global customers,” said Scott Workman, Chief Administrative Officer. “The recent deployment of 3CLogic’s voice and cloud call center solution for our support team is in line with that commitment by offering a unified solution that will enable a more personalized and faster way of responding and service, while reducing our cost of operations through automation, better support workflows, and improved analytical insight.”
In a recent study in 20221, 72% of individuals list calling as their preferred method of contacting an organization, with 27% of consumers reporting an increase in their use of call centers for services. Yet many sales and customer service representatives list technology as one of the main obstacles preventing them from meeting customer needs and expectations.
“Organizations are developing a renewed appreciation for voice as a key communication channel for both sales and customer support,” said Guillaume Seynhaeve, 3CLogic VP of Partnerships and Alliances. “Successful companies make sure to include this as part of their digital transformation strategies to maximize the overall performance of their various teams while delivering the level of sales and service customers expect.”
As part of the deployment, InEight will enjoy several enhancements including:
Automation of On-Call Scheduling with ServiceNow CSM – integration with ServiceNow’s native On-Call Scheduling application to replace the manual use of Excel spreadsheets for staff scheduling and save valuable administrative time.
Salesforce Integrated Sales Dialer – streamlined sales operations by combining two separate dialing solutions into one using 3CLogic’s native dialer and inbound routing workflows in Salesforce’s High Speed application to optimize agent performance.
Integrated Voicemail Transcription and Assignment in Salesforce Sales Cloud – automated voicemail transcription and Salesforce task creation for all incoming sales inquiries to reduce time to respond while eliminating mundane work for the sales team.
Integrated Call Reporting with ServiceNow and Salesforce – integration of call data and KPIs with both ServiceNow and Salesforce to enable an integrated view of contact activities across both sales and support for easy insight into operational performance.
3CLogic is a ServiceNow Technology Partner available in the ServiceNow Store and a Salesforce AppExchange listed solution. 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.
About InEight
InEight provides field-tested project management software for the owners, contractors, engineers and architects who build the world around us. More than 575,000 users and more than 850 customers worldwide rely on InEight for real-time insights that help manage risk and keep projects on schedule and under budget throughout the lifecycle. From pre-planning to design, from estimating to scheduling, and from field execution to turnover, InEight has delivered more than $400 billion in projects worldwide in infrastructure, public sector, energy and power, oil, gas and chemical, mining, and commercial.
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1 Contact Center Satisfaction Index 2022 I CFI Group