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Voice and SMS for ServiceNow Customer Workflows

Deliver Exceptional Customer Service With 3CLogic And ServiceNow CSM

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    Create intelligent workflows and transform the customer service experience

    Improve contact center performance, boost agent productivity, and gain powerful insight into every customer interaction – all within ServiceNow. 

    3CLogic extends the capabilities of ServiceNow Customer Service Management (CSM) with advanced and scalable features such as self-service voice experiences, live and virtual agent interactions, and conversational analytics.

    With a seamless and native ServiceNow integration, the 3CLogic Cloud Contact Center solution is the only platform that complements ServiceNow's existing digital workflows, like email and chat, to create an omnichannel experience.

    Discover how 3CLogic's ServiceNow Customer Service Management (CSM) integration is transforming how agents communicate with customers through voice-enabled solutions and self-service workflows.

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    “3CLogic’s reporting & analytics for ServiceNow CSM have made an incredible impact.”

    - Tessa Rocha, Director of Solutions Consulting, Solugenix

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    Learn how Solugenix saved over 6,000 minutes of talk time per month.

    See the Story

    Build Dynamic Voice Workflows 

    With 3CLogic’s intuitive drag-and-drop IVR Conversation Designer, managers can easily design intelligent call workflows directly within ServiceNow CSM. By curating the customer journey with accessible ServiceNow data, 3CLogic offers both customers and agents an efficient and delightful experience.

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    Support Your Agents To Work From Anywhere

    Empower your customer service agents to efficiently field customer inquiries with relevant and personalized caller data from your ServiceNow instance. With 3CLogic’s fully integrated computer telephony integration (CTI), agents can seamlessly work in either ServiceNow Classic or the ServiceNow Agent Workspace to manage interactions. This consolidated experience improves employee productivity and allows agents to focus on high-priority issues and customer satisfaction.

    Reclaim Valuable Time With Automations And Self-Service

    Minimize repetitive tasks such as recording and transcribing phone calls and creating customer interaction records.  With ServiceNow CSM and 3CLogic, you can also leverage voice-enabled self-service to encourage customers to independently resolve everyday issues, freeing up agents to handle more complex, high-touch interactions.

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    3CLogic ServiceNow Interface

    Keep The Conversation Going With Omnichannel Solutions

    It’s never been easier to seamlessly manage all customer interactions in one place. 3CLogic’s Call Presence feature complements ServiceNow’s digital workflows, such as email and chat, to offer agents an omnichannel experience. Click-to-call and click-to-SMS capabilities also allow agents to fully leverage the rich customer data stored in your ServiceNow CSM to complete customer engagements.

    Deliver Fast and Convenient Customer Engagements with Two-Way SMS

    Enable the convenience of integrated two-way SMS messaging, dynamic routing to the most qualified agent using ServiceNow's Advanced Workflow Assignment (AWA) engine, and integrated ServiceNow SMS reports - all from one consolidated workspace to deliver superior customer experiences. 

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    3CLogic_ServiceNow Interface

    Get A Pulse On Customer Satisfaction With Analytics, Dashboards, And Real-time Reporting

    Demystify customer interactions and understand your contact center health with reporting and analytics within ServiceNow CSM. Advanced speech transcription and machine learning inform sentiment scoring of customer engagements so management can proactively generate supervisor alerts. Our IVR Analytics feature also enables managers to pinpoint IVR bottlenecks and deflection points in order to continuously improve customer workflows. 

     

     

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    Dial up your digital transformation with 3CLogic and ServiceNow

    Global 2000 enterprises across healthcare, retail, education, manufacturing, finance, hospitality, and transportation industries are already using 3CLogic to extend their ServiceNow investment and accelerate their digital transformation.

    Discover why our clients love 3CLogic and ServiceNow CSM

    “Suffolk has been using the ServiceNow application for the IT service desk as a ticketing system. The requirements for the RAM Registration and Financial Center was to use the ServiceNow CSM ticketing system with a solution for IP telephony that can be integrated together. 3CLogic was selected as it had all the features needed for a call center IVR and integration with ServiceNow CSM. The implementation of 3CLogic for the Suffolk University Ram Registration and Financial Center provided a customizable IVR workflow to better service our students and parents. Now students and parents have the option to speak to an agent or request a call back if they do not want to wait in the call queue.”
    — Chief Information Officer, Top U.S. University

    Why choose 3CLogic for your ServiceNow Instance?

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    As a Premier ServiceNow Partner, 3CLogic is the leading ServiceNow cloud contact center solution. We work closely with ServiceNow product teams on future releases to ensure easy migration between versions and actively collaborate with industry professionals to continuously improve our offerings.

    With deployments on five continents and across all industries, 3CLogic is consistently ranked among the most popular Apps on the ServiceNow Store.

     

    Don’t let your customers get hung up on a bad experience.

    Schedule a Demo with 3CLogic.

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