Operate your call center from a single platform to offer fluid customer engagements
and support with 3CLogic’s seamlessly-integrated enterprise solution for ServiceNow.
Through a fully-unified agent and administrator experience in ServiceNow,
your contact center team is empowered with all controls at their fingertips.
With 3CLogic’s fully integrated agent CTI interface, easily manage agent inbound and outbound calling activity for a complete end-to-end engagement experience.
Convert every phone number in ServiceNow into a convenient option for agents to easily make calls.
Automated Call Logging
Eliminate manual work with automatic logging of all customer engagements directly into ServiceNow. Capture inbound and outbound call recording, screen recording, time/date, outcome, agent details and more.
Build an end-to-end communication workflow and customized customer journey to match your business objectives without ever leaving ServiceNow!
Easily assign existing ServiceNow users to any call center project or queue from a single portal. Add or remove agents as needed to match changes in call volume while managing agent specific details, projects and notifications from a single administrative point.
Control the entire customer experience for your IT Helpdesk (ITSM), Customer Support Team (CSM), or HR department (HR) with a complete call center platform. Manage your Call Fields, IVRs, Queues, Contact Numbers, Disposition Codes, Agents, and custom settings without leaving ServiceNow.
Build the ideal customer journey without technical assistance with our Integration Designer Tool. Map 3CLogic objects to familiar ServiceNow labels, making it easy to configure Triggers and Matching Rules, creating meaningful workflows that put screen-pops, record creation, client routing logic and more into action.
Define Result Codes that match your business lingo to log the outcome of every engagement to trigger and automated next step workflows and processes. Save agents time while removing the opportunity for human error and enhancing data accuracy within ServiceNow.
Access call metrics and KPI's in flexible and consolidated reports and dashboards to help measure and evaluate performance. Build customized reports based on your workforce metrics and automatically share across teams to ensure a unified effort toward achieving business goals.