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International adoption of 3CLogic’s ServiceNow CCaaS solution continues with latest selection by UK-based IT company

International adoption of 3CLogic’s ServiceNow CCaaS solution continues with latest selection by UK-based IT company

3CLogic is set to transform customer service for one of the UK’s largest IT suppliers in partnership with ServiceNow, delivering advanced AI and contact centre solutions for Customer Service Management (CSM).

ROCKVILLE, Maryland., July 11, 2024 /PRNewswire/ — 3CLogicServiceNow®, the leading AI and contact center solution for ServiceNow®, today announced it has been selected by one of the UK’s leading managed service providers (MSP) of enterprise 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 efficiency.

The organization relied on multiple disparate systems and struggled to reconcile data and processes for its more than 15,000 customers across industries including healthcare, social services, government, manufacturing, retail, and higher education. The overall complexity of its technology stack limited its ability to easily deploy customized services, including tens of millions of annual inbound calls, to its diverse customer base, while adding manual work and operational costs.

“This is a common challenge for large enterprises,” explains Matt DurkinVP of Global Sales at 3CLogic. “As a result, many are eager to implement strategies that will help them reduce the number of platforms and technologies they need to deliver day-to-day services to optimize customer experiences, but with less effort.”

With ServiceNow IT Service Management (ITSM) already successfully deployed internally by the IT Help Desk, the decision was made to leverage ServiceNow’s Customer Service Management (CSM) offering in conjunction with 3CLogic’s ServiceNow-centric AI and contact center solutions to streamline the end-to-end workflow between back-office and front-office operations. The organization expects to improve self-service with Conversational AI, increase agent productivity, reduce call handle times by up to 70%, and gain critical AI-driven analytics to enable real-time insights at scale.

“We help global organizations leverage their existing ServiceNow investment to deliver maximum value and output without introducing duplicative capabilities. The approach brings together contact center and back-office operations into a single, unified agent and administrative workspace that is purpose-built to make work easier, more efficient, and service delivery faster,” said Matt DurkinVP Global Sales at 3CLogic.

3CLogic’s unique approach to customer and employee engagement is growing in demand worldwide, resulting in several new internationally recognized partnerships, including a prominent IT infrastructure companya major European railway companyAn international airportand a global B2B travel platformThe organization will showcase its latest capabilities and benefits for its ServiceNow IT service management, Customer workflows, HR servicesand Source-to-Pay native offerings at the upcoming ServiceNow Summits in Atlanta, GA, on August 23, 2024And Chicago, ILon October 10, 2024.

For more information, please contact (e-mail address).

About 3CLogic
3CLogic transforms customer and employee experiences with its industry-leading Cloud Contact Center and AI capabilities purpose-built to enhance today’s leading CRM and Customer Service Management platforms. Available globally and leveraged by the world’s leading brands, its solutions empower enterprises with innovative capabilities such as intelligent self-service, generative and conversational AI, agent automation and coaching, and AI-driven sentiment analysis—all designed to reduce operational costs, maximize ROI, and optimize every interaction across IT Service Desks, Customer Support, Sales, or HR Services teams. For more information, visit www.3clogic.com.

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