Cloud Contact Center Integration For ServiceNow ITSM

Say goodbye to IT issues and hello to voice-enabled innovation

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 IT Service Management 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.

Support Work-From-Anywhere Agents In One Workspace

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.

Enable Intelligent Two-Way SMS Routing for IT

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

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Measure Service Desk Performance With Real-time Reporting and Analytics

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.