3CLogic, a leading provider of cloud contact centre software announced its selection by a Fortune 500 company and global leader in the dispensing systems industry to provide an enterprise-level solution for the organization’s internal IT support group serving over 10,000 employees worldwide.

The selection comes as the organization seeks to replace its current on-premise Cisco Unified Contact Center Express (UCCE), to enhance the user experience and system flexibility for its globally dispersed agents. The deployment will leverage 3CLogic’s Amazon Web Services (AWS) hosted pure cloud offering and platform.

The launch will include:

• Integration with ServiceNow ITSM to drive operational efficiency.
• Intelligent IVR and skills-based routing and queuing to improve first call resolution.
• Single sign-on (SSO) to save agents time.
• Consolidated reporting, real-time analytics and dashboards to help C-suite execs measure performance.

“With the sheer volume of customers this global manufacturer serves, it simply can’t afford to have key personnel sidelined due to internal IT issues. When they do occur, its critical for service and support to get staff up and running again with zero, or at most, minimal delay,” said Dave Hart, director of Service Delivery, 3CLogic. “Selecting the 3CLogic platform with ServiceNow will provide the operational efficiency required, while migrating from an on-premise legacy offering to a cloud-enabled platform will offer the flexibility needed to manage future changes globally.”