3CLogic, a leading provider of cloud contact center software, today unveiled its new solution featuring native integration within the ServiceNow® platform. With this new solution, enterprise organizations can now operate their call centers from a single, consolidated platform leveraging a unified agent and administrator experience to simplify the delivery of high quality customer engagement and support.
The announcement was made today as the ServiceNow Knowledge18 annual customer conference kicks off with 20,000 attendees gathered to explore best practices driving business transformation across IT, Customer Service, Human Resources (HR), Security and departmental Business Applications. 3CLogic, a ServiceNow Silver Technology Partner, will demo the new solution during expo hours at Booth #2218.
The 3CLogic-ServiceNow native integration is the latest milestone in the two companies’ successful partnership; to date, 3CLogic has deployed its solution within the ServiceNow user-base across four continents.
This native integration empowers agents and administrators to work more effectively and efficiently serving up all customer data, workflow and enterprise resources without having to leave the ServiceNow interface. Agents access 3CLogic’s full feature set, which includes Interactive Voice Response (IVR), Automatic Call Distribution (ACD), dialer, scripting, skills-based routing, screen-pop, call recording, reporting and analytics.
With the emphasis always on the customer, this new integration also allows administrators to create workflows that accurately route customers to the appropriate department and agent skill. Organizations can also capture and mine customer voice data to evaluate customer journey effectiveness – providing the means for continuous improvement to meet and exceed customer expectations –all within ServiceNow.
The new offering is designed to address the emerging needs and requirements in today’s customer-centric organizations. According to Ken Landoline, principal analyst, Customer Engagement for Ovum, one key trend emerging in the ongoing evolution of the customer care marketplace is the ongoing merging of field service with the in-house contact center operations.
In Ovum’s report: Key Market Trends to Watch in the Rapidly-Changing Customer Engagement Market (April 2017), Landoline says, “Long considered separate environments being served by different sets of solutions, end-user customers and solution providers alike are realizing the synergies of combining these two worlds of technology applications.
“The disparate silos of customer engagement applications, including the Automated Call Dialing, Customer Relationship Management, Interactive Voice Response, and others, are on the track to convergence, resulting in an enhanced appetite for pre-integrated suites of solutions managed through a ‘single pane of glass’ requirement in terms of monitoring and management,” he said.
“In recent years we’ve seen the convergence of Computer Telephony Integration (CTI) and CRM,” said Vikas Nehru, chief technology officer and senior vice president of Engineering, 3CLogic. “With our latest release natively integrated into ServiceNow, 3CLogic offers a seamless and automated way to integrate day-to-day customer engagements with ServiceNow to quickly and easily resolve issues. Despite increased digitization of customer care, the voice channel is quickly emerging as the preferred user interface and remains the ideal choice for complex customer inquiries and interactions,” says Nehru.