3CLogic, the leading provider of voice-enabled solutions for ServiceNow, announced its selection by a major European energy multinational. The solution includes integration with ServiceNow’s IT Service Management (ITSM) suite as the firm seeks to optimize its customer service operations by streamlining both voice-based self-service and live customer inquiries.
A ServiceNow certified Technology Partner, adoption of the 3CLogic cloud contact center solution continues to grow as enterprises across industries seek to complement their use of ServiceNow’s native digital offerings to drive a complete omnichannel experience. The trend comes as organizations seek to quickly replace legacy systems with more flexible cloud alternatives in direct response to the ongoing operational impact brought about by the 2020 pandemic, including the need to intelligently distribute work across both self-service and live agent channels based on severity and priority.
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“As firms evaluate where they can improve customer service and IT operations in response to the effects of this year’s pandemic, voice remains a key communication channel for all things complex and the only one which can deliver empathy to foster relationships in uncertain times”, states Denis Seynhaeve, CEO at 3CLogic. “Properly deployed as an extension of the ServiceNow platform, customer service teams are finding it easier to automate simple or repetitive requests while leveraging human resources where they can drive the most amount of value for end-customers at the same time.”
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Serving millions of global customers annually, the firm required a voice solution capable of triggering ServiceNow workflows to reduce the number of calls to live agents while optimizing the customer and agent experience when one was required. The ability to drive intelligent customer journeys and self-service experiences leveraging ServiceNow data was key, as was the desire to adopt a solution with limited to no need for customization or perpetual maintenance.
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