3CLogic to transform customer service for one
of UK's largest IT providers in collaboration with ServiceNow with
advanced AI and contact center solutions for Customer Service
Management (CSM) offering.
ROCKVILLE, Md., July 11, 2024 /PRNewswire/ -- 3CLogic, the
leading AI and contact center solution for ServiceNow®, today
announced its selection by one of the UK's leading managed service
providers (MSP) of business software and IT services. The strategic
decision was rooted in the organization's desire to streamline the
connection between back-office workflows and front-office
engagements to enable a single unified experience and improve
operational efficiencies.
Relying on multiple disparate systems, the organization
struggled to reconcile data and processes for its over 15,000
customers across industries, including healthcare, social services,
government, manufacturing, retail, and higher education. The
overall complexity of its technology stack reduced its ability to
easily implement tailored services, including tens of millions of
annual incoming calls, to its diverse clientele while creating
additional manual work and operating costs.
"This is a common challenge for large enterprises," explains
Matt Durkin, VP of Global Sales at
3CLogic. "As a result, many are eager to adopt strategies that will
help them reduce the number of platforms and technologies they need
to deliver everyday services to optimize customer experiences but
with less effort."
With ServiceNow IT Service Management (ITSM) already
successfully leveraged internally by its IT Help Desk, the decision
was made to adopt ServiceNow's Customer Service Management (CSM)
offering in combination with 3CLogic's ServiceNow-centric AI and
contact center solutions to streamline the end-to-end workflow
between back-office and front-office operations. Replacing its
current CRM, Salesforce, and its existing contact center vendor,
the organization expects to improve self-service with
Conversational AI, enhance agent productivity, reduce call handle
times by up to 70%, and gain key AI-powered analytics to enable
real-time insights at scale.
"We help empower global organizations to leverage their existing
ServiceNow investment to deliver the maximum value and output
without introducing overlapping capabilities. The approach brings
together contact center and back-office operations into a single
unified agent and administrative workspace purpose-built to make
work easier, more efficient, and the delivery of services faster,"
states Matt Durkin, VP of Global
Sales at 3CLogic.
3CLogic's unique approach to customer and employee engagements
is growing in global demand, resulting in several new
internationally recognized partnerships, including a prominent IT
Infrastructure firm, a major European rail operator, an
international airport, and a global B2B travel platform. The
organization will present its latest capabilities and benefits for
its ServiceNow IT Service Management, Customer
Workflows, HR Service Delivery, and Source-to-Pay native
offerings at the upcoming ServiceNow Summits in Atlanta, GA, on August
23, 2024, and Chicago, IL,
on October 10, 2024.
For more information, please contact info@3clogic.com.
About 3CLogic
3CLogic transforms customer and employee
experiences with its leading Cloud Contact Center and AI
capabilities purpose-built to enhance today's leading CRM and
Customer Service Management platforms. Globally available and
leveraged by the world's leading brands, its solutions empower
enterprise organizations with innovative features such as
intelligent self-service, generative and Conversational AI, agent
automation & coaching, and AI-powered sentiment analytics – all
designed to lower operational costs, maximize ROI, and optimize
each interaction across IT Service Desks, Customer Support, Sales
or HR Services teams. For more information, please visit
www.3clogic.com.
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