3CLogic, a leading provider of cloud contact center solutions, today announced the adoption of its telephony platform integrated with ServiceNow’s® Customer Service Management offering by a major e-commerce software provider. The decision is part of a broad effort to help streamline customer service workflows across both digital and voice mediums.
Serving an international mix of customers and employees, the organization was suffering from the inability to seamlessly and efficiently distribute work, instead creating designated agent groups to manage and respond to siloed service channels (chat, email, phone). In addition, the company often lacked the analytics and consolidated insights to make informed decisions in part due to the limited integration between its heavily customized CRM and cloud call center solution.
“We continue to see enterprise organizations accelerating their efforts to complement the digital channels natively available through their systems of record with voice to maximize the customer experience,” states Matt Durkin, VP of Global Sales at 3CLogic. “The fact remains, when an issue is critical or time-sensitive customers are more than likely to call. Those are the customer experiences that must be flawless to foster long-lasting relationships.”
Per recent data, fragmented customer experiences due to unintelligent routing, siloed systems, and disconnected channels remains a top challenge for most organizations. Meanwhile, as enterprises increase their investment in digital channels to deflect the need for live agent support, voice continues to be a key part of the customer service value chain with 73% admitting most digital interactions often escalate to a phone agent1.
As part of the deployment, the 3CLogic-ServiceNow integrated solution includes:
- Telephony integration and agent presence syncing with ServiceNow’s digital workflows to efficiently assign customer inquiries and work across engagement channels (both digital and voice).
- Increased agent functionality including ServiceNow Case screen pops, automated agent activity postings to the proper tickets, and convenient Click-to-Calls from any record.
- Natively integrated IVR Call Flow Designer to empower supervisors to independently create and manage intelligent customer journeys to the most qualified skilled agent without outside assistance.
- Integrated reporting and call analytics with ServiceNow to track customer inquiries and agent performance across channels with configurable scheduled reports.
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