Technology has revolutionized the way we work, but we can’t digitize everything. When technology fails, users crave a one-on-one voice interaction to resolve their issues.
Enter 3CLogic’s integration with ServiceNow IT Service Management.
With a native 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.
The 3CLogic cloud contact center is the leading voice solution for increasing productivity, improving issue resolution times, and enhancing the IT service experience for employees and IT staff.
3CLogic extends the capabilities of ServiceNow ITSM through advanced and scalable features such as optimized self-service voice experiences, live and virtual agent interactions, and conversational analytics.
When employees or customers need to speak to an IT agent, they are better equipped to solve issues since employee and customer data is accessible in one consolidated workspace.
With 3CLogic’s intuitive drag-and-drop IVR Conversation Designer, IT managers can easily design dynamic voice workflows in ServiceNow to direct employees and customers to the most qualified IT representative to answer the call. Automated agent activities, call recordings, call transcriptions, results codes, and survey results also remove the manual workload from your team’s plate.
Leverage voice-enabled self-service features to encourage employees and customers to independently resolve common IT requests, such as resetting passwords and checking the status of an incident. When IT agents are freed from handling routine requests, they can focus on more complex, high-value cases.
Empower your IT team to efficiently field inquiries with relevant and personalized caller data from your ServiceNow instance. With 3CLogic’s fully integrated computer telephony integration (CTI) and softphone using ServiceNow OpenFrame and SSO, agents can seamlessly work in either ServiceNow Classic or the ServiceNow Agent Workspace to manage interactions. This consolidated experience improves IT productivity and allows help desk staff to focus on high-priority issues and issue resolution no matter where they are in the world.
It’s never been easier to manage IT requests and issues in one workspace. 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 swiftly broadcast urgent information such as outage alerts to relevant customers, all within one platform.
Deliver the convenience and effectiveness of two-way SMS and easily respond to IT issues and requests from the comfort of ServiceNow. Create intelligent SMS routing rules leveraging ServiceNow's Advanced Work Assignment (AWA) engine and enjoy the benefits of integrated SMS reports to track all your interactions in one consolidated workspace
Gain valuable insight into your help desk performance with reporting and analytics with 3CLogic and ServiceNow ITSM. Advanced speech transcription and machine learning inform sentiment scoring of call engagements so you can proactively generate supervisor alerts and assess KPIs. The IVR Analytics feature also enables managers to pinpoint IVR bottlenecks and deflection points in order to continuously improve IT workflows.
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.
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.