Major U.S. retail chains choose 3CLogic’s modern customer service

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Integrate leading cloud call center solutions with ServiceNow®ITSM and customer workflows to enable agent work anytime, anywhere, automate manual tasks, optimize customer experience, and enhance analytical insights.

Rockville, Maryland — 3CLogic, a leading provider of ServiceCow cloud contact center solutions, today announced 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 improve management flexibility and functional 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 allocation, 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 labor. These challenges and operational efficiency are rapidly deteriorating.