At 3CLogic, we believe successful customer or employee experience are digital first - just not digital only. That is why we architected a ServiceNow-centric patented approach to complement the NOW Platform’s existing digital channels (i.e.: knowledge portal, incident/case, chat, etc.) with our Voice AI, Contact Center, and SMS suite of solutions for Customer Workflows, ITSM, and HR Service Delivery.
A ServiceNow Premier Technology and Build Partner, the 3CLogic ServiceNow certified offering is trusted by global enterprises across industries (i.e: healthcare, manufacturing, finance, higher-education, retail, technology, travel & hospitality, public sector, etc.) to help maximize their existing investments in ServiceNow while delivering superior omnichannel engagements and operational efficiency. Built with both agents and management in mind, the 3CLogic solution stands apart with its:
- ServiceNow-centric Voice AI and SMS solutions: Take fully advantage of 3CLogic’s unique approach designed to leverage all aspects of the ServiceNow platform without fear of introducing duplicate features. From agent-friendly CTI, to voice self-service (NLU/AI), to native intelligent IVR workflows, to integrated 2-way SMS messaging, to automated call recordings and analytics - its truly a case of better-together.
- Guaranteed ServiceNow Compatibility and Innovation: Thanks to its strategic relationship, 3CLogic works closely with ServiceNow’s various product and industry workflow teams to design, develop and deliver new joint features and capabilities that are always compatible and certified for the latest releases.
- ServiceNow expertise: Staffed with in-house ServiceNow certified developers and system administrators, 3CLogic has a unique appreciation and understanding of the ServiceNow platform enabling it to deploy advanced features, use cases, and implementations with ease.
- Secure and Reliable platform: Built on Amazon Web Services, 3CLogic delivers enterprise-grade reliability and uptime across five continents with its geographically dispersed and redundant cloud architecture. Its also proud to be ISO 27001, SOC2, HIPPA, and HECVAT certified, as well as GDPR compliant. More importantly, data stored in ServiceNow stays in ServiceNow – no need to worry about securing yet another platform.
- Deployment Flexibility: Whether you are in need of a simple connector to bridge the gap between your on-premise system (ie: Cisco, Avaya, etc.) and ServiceNow, require a fully hosted cloud contact center offering, or perhaps something in-between – 3CLogic can mold to your immediate and long-term needs.
Voice and SMS-enable your entire ServiceNow environment to deliver complete omnichannel experiences across IT, Customer Support, and HR.
Whether the goal is to improve call deflection, enable voice self-service capabilities, extend SMS use cases, lower operational costs, enhance reporting insights, or simply improve the experience for your customers/employees, 3CLogic has the ServiceNow-centric solution for you.
Contact Center and Voice AI for ServiceNow:
- ServiceNow Single-Sign-On (SSO) for easy login
- Integrated Natural Language Processing (NLU) for conversational voice self-service to solve common call inquiries
- Automated outage notifications and child Incident or Case creation to assist with call deflection and outage tracking, while still serving end-users
- Integrated CTI & ServiceNow agent screen-pop to optimize agent efficiency and route callers the most qualified agent – every time
- Click-to-call from ServiceNow Incidents, Cases, Service Requests, and Contacts
- Intelligent Voice workflows with ServiceNow embedded IVR Designer to enable easy field-level changes without the need for IT while creating personalized customer/employee journeys
- Automated Call Recording with each ServiceNow Interactions to reduce manual agent tasks
- AI-powered Call Auto-Summarization to summarize calls in seconds on behalf of agents
- ServiceNow integrated Call and Voicemail transcriptions
- Citizen developer enhancements with ServiceNow Operational Handlers
- Streamline contact center management with out-of-the-box integrations with ServiceNow On-Call and Business Hours calendars
Integrated SMS for ServiceNow:
- Click-to-SMS from ServiceNow Incidents, Cases, Service Requests, and Contacts
- Automated SMS notifications, proactive alerts, or surveys
- 2-way SMS messaging with ServiceNow agent automated screen-pops for convenient service leveraging ServiceNow’s Advanced Work Assignment (AWA)
Contact Center Analytics and AI-powered Insights for ServiceNow:
- ServiceNow-embedded real-time and actionable contact center dashboards and wallboards to make daily supervisor oversight easy – especially in today’s remote work environment.
- Contact Center KPIs integrated with ServiceNow Performance Analytics (PA) to enable consolidated omnichannel reporting
- Integration with ServiceNow Workforce Optimization (WFO) to simplify agent scheduling and forecasting
- Call transcriptions and AI-powered sentiment analysis integrated with ServiceNow workflows to streamline any QA process and quickly identify the quality of your customer/employee engagements
The 3CLogic solution is currently available across the following ServiceNow products (below). Don’t see yours listed…no problem. Contact the 3CLogic team to discuss how we can complement your ServiceNow environment and workflows.
- IT Service Management (ITSM)
- HR Service Delivery (HRSD)
- Customer Service Management (CSM)
- Healthcare and Life Sciences Management (HCLS)
- Telecommunications Service Management (TSM)
- Sourcing and Procurement Operations
- Financial Services Operations (FSO)
- Public Sector Digital Services (PSDS)