The global engineering, architecture, and consultancy company uses the ServiceNow-centric cloud call center offering to optimize IT services and costs.
ROCKVILLE, Md. -3CLogic, the leading voice-enabled and cloud contact center solution for ServiceNow, today announced its recent platform choice of Ramboll, a global engineering, architecture and consultancy company operating in 35 countries. The latest technology partnership will support Ramboll’s ongoing efforts to improve IT services and experiences to its more than 16,500 employees distributed across the Nordics, UK, North America, Continental Europe, Middle East, and Asia-Pacific.
Using ServiceNow® IT Service Management (ITSM) as its primary record system to manage and resolve day-to-day IT requests, the organization needs a more reliable and ServiceNow-centric cloud call center that offers to deliver efficient, cost-effective, and personalized experiences to its entire employee base. In addition, Ramboll needs a GDPR-compliant solution to comply with various data sovereignty requirements around the world while also enabling rich reporting and analytics without the need for heavy customization to deliver quickly. insights into day-to-day operations.
“Ramboll is committed to delivering the best possible IT service experience to employees so that they can provide the best experience in creating sustainable solutions to our clients around the world,” explains Mukesh Garg, Director of Support Services at IT. “Our choice of 3CLogic is in line with our commitment to provide a reliable and seamless incoming call experience for our colleagues across Ramboll. Their [3CLogic] The ability to integrate deeply into ServiceNow helps expand our current investment in the platform while improving the overall user experience, effectiveness of our IT service delivery, and overall productivity as an organization. ”
Organizations around the world are using modern solutions to optimize the employee experience while reducing the negative impact and costs caused by disconnected systems and too manual processes. As part of the deployment, Ramboll will enjoy several enhancements including:
Configurable Call Routing and Personalization Integrated with ServiceNow ITSM – the ability to create and manage advanced call workflows from within ServiceNow, while using ServiceNow incident or employee data, to route callers to the most qualified IT service desk representative and reduce costs in operation while resolving issues more quickly.
ServiceNow Integrated Voice Self-Service and Automation -the ability to enable voice self-service and ServiceNow incident automation (i.e .: password reset requests, major outage notifications, voicemail transcription, etc.) for standard call requests integrated with ServiceNow to enable optimize service desk operations and resources while delivering exceptional employee experiences.
ServiceNow Embedded Call Reporting and Insights -the ability to enrich ServiceNow with call data (i.e .: call recording, call KPIs, etc.) associated with the appropriate ServiceNow record while enabling integrated reporting in standard reports of ServiceNow or Performance Analytics for a complete view of all service desk interactions.
GDPR compliant and Globally Available Voice Solution -a global and scalable AWS-cloud solution hosted on ServiceNow as a records system to eliminate the need for sensitive data to be hosted externally [3CLogic]. Complies with GDPR as well as ISO, SOC2, and HIPPA certified.
“We are excited to support Ramboll and their digital transformation efforts,” explains Matt Durkin, Global VP of Sales at 3CLogic. “As organizations adapt to the changing economic environment, their ability to do more with less without sacrificing the quality of services to their employees and those who support your operations, will be key to growth. It is our pleasure to be part of the solution. ”
3CLogic is a ServiceNow Technology Partner available on the ServiceNow Store. For more information, please contact [email protected]
3CLogic transforms cloud platforms or CRM by seamlessly integrating voice with existing digital channels. Its innovative solutions expand CRM and data platform capabilities for Global 2000 companies by enabling advanced and scalable features such as optimized self-service, virtual and live experiences. agent interaction, and conversational analytics. For more information, please visit www.3clogic.com.
Ramboll is a global architectural, engineering and consultancy company founded in Denmark in 1945. Our 16,500 experts produce sustainable solutions in Buildings, Transportation, Energy, Environment and Health, Water, Management Consulting and Architecture and Landscape . Worldwide, Ramboll combines local experience with a global knowledge base to create sustainable cities and societies. We combine insights that have the power to drive positive change for our clients, in the form of ideas that can be realized and implemented. For more information, please visit https://ramboll.com/