3CLogic, a leading provider of cloud contact centre solutions announced that a US News Top 50 ranked university has chosen 3CLogic’s ServiceNow® IT Service Management integration to replace its former cloud call centre solution.
The decision comes from a need to streamline student and faculty inquiries through an improved integration with ServiceNow, that optimises the customer experience and strengthens analytical insights into what drives daily engagements.
In an effort to reduce operating costs while increasing functionality and reliability, the private university required a cloud-hosted solution capable of deploying on a global scale, including locations in the U.S., Europe, and Canada.
The deployment will include:
- A fully embedded ServiceNow CTI agent experience designed to operate with agent workspace to enhance productivity.
- Automated SMS-based surveys to simplify and improve client feedback, while tracking the quality of each student and faculty engagement within ServiceNow.
- Integrated call data with ServiceNow interaction tables to allow for consolidated reporting and deeper engagement insights.
- Automated priority queuing and virtual call-backs to reduce call abandonments.
“The pain points for users of separate customer databases and cloud call center solutions are universal, regardless of industry,” says Denis Seynhaeve, 3CLogic’s CEO. “3CLogic is looking forward to rolling out our cloud-hosted solution, providing superior caller experiences at a fraction of the cost for this leading institution. By integrating voice channels with ServiceNow digital workflows, we are streamlining the ability to leverage all call engagements and data analytic capabilities in a single platform.”
With the deployment of 3CLogic, the university will benefit from an integrated solution with reliable uptime, expanded ServiceNow functionality, and enhanced analytical capabilities, all of which will drive superior customer experiences for its global faculty and student body.
3CLogic is a leading cloud contact centre platform modernizing enterprise communications with their employees and customers. Built on Amazon Web Services (AWS), the solution provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Salesforce, and SugarCRM. With deployments on four continents and a growing base of Global 2000 clients, 3CLogic drives digital transformation by improving CX, organizational efficiency and reporting insights using dynamic IVR, CTI, AI, advanced speech analytics, and API-driven integrations.
For more information, please visit www.3clogic.com.