3CLogic announced its selection by a global manufacturer and provider of warehouse solutions for its leading ServiceNow Customer Service Management integration to deliver a customer-centric service experience.
The deployment of 3CLogic’s Hybrid Cloud solution allows the firm to leverage the investment in its existing on-premise Cisco telephony infrastructure, while enabling a natively integrated solution with ServiceNow’s CSM offering. The approach helps to overcome the need to custom-build a costly solution between Cisco and ServiceNow, while facilitating deeply integrated and out-of-the-box use cases and functions delivered in weeks as opposed to months.
The ServiceNow CSM Integration includes:
- Quick enablement of work-from-home agents to support business continuity needs, while enhancing agent productivity with automated ServiceNow screen-pops and a single user experience embedded within ServiceNow’s Agent Workspace.
- Telephony integration and agent presence syncing with ServiceNow’s digital workflows to help with the proper routing and distribution of agent work across the various engagement channels offered.
- Natively integrated IVR Call Flow Designer for ServiceNow, leveraging ServiceNow customer data and fields to optimize the customer journey and drive more efficient customer outcomes based on dynamic call routing to the most qualified agent.
- ServiceNow integrated reporting and call analytics to gain actionable insights into what drives customer engagements.
With the 3CLogic Hybrid Cloud solution, organizations are able to continue to utilize their existing investments in on-premise PBX systems, while enjoying the extended benefits and flexibility only a cloud-based platform deeply integrated with a primary system of record can provide.
“Traditionally the separation of primary systems of record, where enterprises store valuable customer details and background, from the call centers managing daily engagaments has been a source of frustration and inefficiencies,” states Matt Durkin, 3CLogic’s Global VP of Sales. “The benefits of merging the two to create a unified omnichannel solution is transformative as the approach prioritizes not only the customer’s experience but also the firm’s ability to efficiently solve the customer’s problem and derive insights without relying on internal IT resources to adjust and make changes as needed. Our ServiceNow-centric approach in this instance is a no-brainer.”
The firm also plans to rapidly extend the capabilities and integration to its internal IT team, to allow it to serve its internal employee audience and handle live inquiries more quickly and reliably.