3CLogic, the leading provider of ServiceCow cloud contact center solutions, announced today that a major US retail chain has adopted its native integrated voice platform. The solution includes integration with ServiceNow ITSM and CSM to meet the new remote work requirements brought about by the impact of COVID-19, while replacing the existing local Asterisk system to promote greater management flexibility and richer features.
The pre-pandemic organization supported more than 150 owned retail locations (including grocery stores and gas stations) and many processing plants, so prior to the pandemic, the organization lacked any integration with multiple instances of ServiceNow and relied heavily on manual agency tasks For data entry and tracking. In addition, due to the limitations of its existing legacy contact center products, the daily management of call flow, seat assignment, queue and supervisor supervision (ie call records, etc.) is usually difficult, isolated and slow. With the advent of COVID-19, while the volume of calls and inquiries are rising at the same time, there is a sudden need to support remote employees. These challenges and operational efficiency have rapidly deteriorated.
One of the help desk managers explained: “We need an integrated solution to truly optimize our seats and supervisors until the second place.” “This is the value driver, which helps to maximize our CX strategy Influence.”
According to the latest data, during the early onset of COVID-19, no 40% of companies did not have a family framework or policy. More importantly, in times of crisis, consumers prefer human interaction. Despite self-service, 63% of people still choose to talk to on-site agents during the pandemic.
3CLogic’s vice president of global sales Matt Durkin explained: “This year, we have witnessed organizations from all walks of life re-evaluate the role of their call centers in the context of their broader digital transformation strategies.” “Many people have become aware of human efforts. Factors remain an important part of the customer service value chain and are rapidly leveraging 3CLogic’s solutions and ServiceNow’s digital workflow to drive meaningful results in the form of operational efficiency and enhanced customer engagement across all channels.”
As part of the deployment, 3CLogic-ServiceNow integrated solutions include:
- Cloud call center solution Enable the “Work Anywhere” agent.
- Integration of CTI and ServiceNow Agent Workspace And agent status synchronized with ITSM and CSM to effectively route queries and work across participating channels (digital and voice) to the most qualified and available agents.
- Locally integrated IVR call flow designer to Enable supervisors to independently create and manage intelligent customer journeys without the need for technical resources.
- Integrated reporting and voice analysis with ServiceNow In order to gain a deeper understanding of daily customer activities, including call recordings and emotional scoring to provide proactive customer service.
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 four continents and a growing Global 2000 customer base, 3CLogic uses dynamic IVR, CTI, AI, advanced voice analysis and API-driven integration to improve CX, organizational efficiency and reporting insights, thereby driving digital transformation. For more information, please visit www.3clogic.com.
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