Adding the power and purpose of voice to digital channels is essential to providing superior customer experience. 3CLogic and ServiceNow are working together to make the world of work, work even better for you.
Extend the Agent Workspace
Allow agents tofield live client inquiries from within the ServiceNow Agent Workspace with 3CLogic’s fully integrated computer telephony integration (CTI) and softphone using ServiceNow OpenFrame and SSO.
Build Your Ideal Customer Journey
Design, build and manage the ideal customer experience with 3CLogic’s drag-and-drop IVR solution and designer right from ServiceNow. Easily configure simple or complex customer journeys, self-service workflows, or customized actions leveraging IF/THEN functions and ServiceNow data-dips for the best possible outcome.
Simplify Client Outreaches
Initiate click-to-call or click-to-SMS capabilities from Cases or Contact records while fully leveraging the rich customer and interactions data stored in your ServiceNow CSM solution for optimized client interactions, and agent productivity.
Not Just Digital Channels — Omnichannel
Avoid channel conflict, with 3CLogic’s unique presence integration with ServiceNow’s digital workflows (email and chat) to deliver a truly omnichannel solution (voice and SMS) to manage all customer inquiries seamlessly - in relation to each other - from one unified platform.
Automate Manual Tasks
Eliminate repetitive manual tasks by automating postings of agent activities, notes, call recordings, call transcriptions, result codes, and survey results to the appropriate ServiceNow case, contact record, or interaction.
Create Super Agents
Enhance your customer service team’s ability to offer personalized experiences with automated ServiceNow Case screen-pops, client identity pre-verification features, and real-time IVR journey details.
Know How Your Customers Feel
Proactively monitor and generate ServiceNow supervisor alerts and tasks based on near real-time sentiment scoring of customer engagements with advanced speech transcription, keyword spotting, and machine learning.
Drive Consolidated Insights
Enjoy consolidated reporting and live dashboards & wallboards within the ServiceNow interface for a complete view of both real-time and historical data and trends.
Do It All From One Unified Platform
Benefit from a fully integrated and unified administrative portal for your ServiceNow Customer Service Management platform to manage agent assignments, queues, IVR configurations, result codes, designated phone numbers, reporting & analytics, and more.