Leading European transportation company chooses 3CLogic to optimize agent performance

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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:

  • Integration with Avaya AuraInternal deployment Leverage existing call flow, routing and hardware.
  • Use ServiceNow OpenFrame and Agent Workspace for embedded CTI integrationSynchronize the seat status of ITSM and CSM to create a single seat experience across channels (digital and voice).
  • ServiceNow integrated call function, Including ServiceNow click-to-call, dynamic screen pop-ups, and automatic interaction/emergency/case creation to improve the customer experience while eliminating manual tasks.
  • Automated post-call activities Facilitate ServiceNow reports and comprehensive analysis insights.

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.

View the source code version on businesswire.com:https://www.businesswire.com/news/home/20201117005424/zh/

Contact person

Janet Mesh
[email protected]

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