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SERVICENOW ITSM

Cloud Contact Center integration for ServiceNow ITSM

IT plays a central role in keeping the wheels turning in every enterprise. Empower your team with the capabilities of 3CLogic's full feature communication platform.

Help is here for your IT Helpdesk.

Broaden the Agent Workspace

Allow your frontline support team to handle live inquiries fast from the ServiceNow Agent Workspace with 3CLogic’s fully integrated computer telephony integration (CTI) and softphone using ServiceNow OpenFrame and SSO.

Build Effective Journeys

Easily configure simple or complex IVR journeys, self-service workflows, or customized actions leveraging IF/THEN functions and ServiceNow data-dips with a simple drag-and-drop IVR designer.

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Streamline Interactions

Extend one-click-to-call or click-to-SMS capabilities from Incidents or Contact records while fully leveraging the rich customer and interactions data stored in your ServiceNow ITSM solution for optimized client relations.

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) that allows for any enterprise to manage all customer inquiries seamlessly - in relation to each other - from one unified platform.

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Automate Workflows

Remove the need for daily manual tasks with automated agent activities, notes, call recordings, call transcriptions, result codes, and survey results postings to the appropriate ServiceNow incident, contact record, or interaction.

Create Super Agents

Enhance your support team’s ability to offer personalized experiences with automated ServiceNow Incident screen-pops, client identity pre-verification features, and real-time IVR journey details.

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Proactive Crisis Management

Gain the ability to manage escalations efficiently by adding voice to digital flows.Generate SMS messages to broadcast urgent information in crisis mode (such as outage mediation).

Manage One Unified Platform

Benefit from a fully unified administrative portalfor your ServiceNow IT Service Management to manage agent assignments, queues, IVR configurations, result codes, designated phone numbers, reporting & analytics, and more.

Improve Visibility with 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.

See what's possible

Schedule a live demo of the 3CLogic cloud communication platform.