A prominent IT infrastructure firm in the U.S. plans to enhance customer and employee experiences by integrating a ServiceNow-centric Contact Centre as a Service (CCaaS) solution. The move aims to optimise operational efficiency and save costs through seamless integration with existing IT Service Management and Customer Service Management platforms.
IT Firm Adopts ServiceNow-Centric CCaaS Solution to Enhance Customer Experience
ROCKVILLE, Md., June 12, 2024 – A prominent IT infrastructure firm has announced its decision to upgrade its existing cloud contact centre system with a ServiceNow-centric Contact Centre as a Service (CCaaS) solution provided by 3CLogic. The firm, which supports numerous U.S. blue-chip companies, aims to optimise customer and employee experiences by integrating this new solution with its current IT Service Management (ITSM) and Customer Service Management (CSM) platforms.
The move comes as part of the organisation’s broader strategy to enhance operational efficiency and reduce costs. According to the company, the new CCaaS solution is expected to save approximately $500,000 annually in operational costs and eliminate over 1,100 man-hours previously spent on manual tasks.
“Enterprises are eager to adopt solutions designed to enhance the platforms they already leverage without introducing duplicative features or another system to integrate and manage,” said Guillaume Seynhaeve, VP of Alliances at 3CLogic. “Our ongoing strategic partnership and collaboration with ServiceNow is allowing enterprise organisations to rethink customer and employee engagements, from the back-office to the front-office, without the need for complex customisations or perpetual maintenance expenses. It truly is a case of ‘better together’.”
Key Benefits of the Deployment
The new deployment offers several advantages, integrated seamlessly with ServiceNow’s functions:
- Streamlined IT and Customer Engagements:
-
The solution features native Computer Telephony Integration (CTI) and SMS capabilities within ServiceNow’s Configurable Agent Workspace. This integration aims to eliminate the need for agents to switch between different systems, thereby reducing average handle times (AHT).
-
Improved Call Deflection:
-
By incorporating Conversational AI and intelligent Interactive Voice Response (IVR) systems, the solution facilitates voice self-service and personalised live agent routing, thereby deflecting calls more effectively.
-
Increased Agent Productivity:
-
The integration features AI-powered Agent Performance and Coaching modules. These modules offer personalised and automated feedback and training recommendations, aiming to enhance agent performance at scale.
-
Reduction in Customer Churn:
-
The system employs AI-powered sentiment analysis and call transcription capabilities, integrated with ServiceNow. This aims to automate quality assurance processes and surface key insights to reduce customer churn.
-
Enhanced Supervisor Efficiency and Reporting:
- Leveraging ServiceNow’s Performance Analytics and dashboards, the solution provides a consolidated view of all engagements across IT and customer support services. This is expected to improve supervisor efficiency through omnichannel reporting.
A Global Footprint
3CLogic’s offerings, which are purpose-built for ServiceNow, are employed across various sectors, including travel, insurance, healthcare, and manufacturing, spanning five continents. The company’s solutions are compatible with ServiceNow’s IT Service Management, Customer Workflows, HR Service Delivery, and Source-to-Pay platforms.
3CLogic will be showcasing its latest industry-agnostic solutions during the upcoming ServiceNow Summits in Atlanta on August 23, 2024, and in Chicago on October 10, 2024.
About 3CLogic
3CLogic offers a range of Cloud Contact Centre and AI capabilities designed to enhance customer and employee experiences. Known for leveraging intelligent self-service, generative AI, agent automation and coaching, and AI-powered sentiment analytics, 3CLogic aims to lower operational costs while maximising return on investment (ROI) for its clients worldwide. The company’s solutions are used by leading brands to optimise interactions across IT Service Desks, Customer Support, Sales, and HR Services teams.
In summary, the decision by this major IT infrastructure provider marks a significant step towards enhancing both customer and employee experiences through advanced, integrated technology solutions. The partnership between 3CLogic and ServiceNow is expected to yield substantial operational benefits and cost savings while fostering improved engagements across the board.
