3CLogic

DECEMBER 1, 2022

Cloud contact center solutions can deliver these services, along with a host of other features, and represent the best way for organizations to bring their coveted phone communication channels into the 21st century. Bridge the Gap with a Cloud Contact Center Integration.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

3CLogic

SEPTEMBER 24, 2021

This is even truer when they reach out to contact centers to receive support for an issue. Take a closer look at what progress needs to be made in the contact center industry and discover how integrating 3CLogic and ScreenMeet’s person-to-person channels with ServiceNow enables a true omnichannel customer experience.

Customer Experience 59

Customer Experience First call resolution Contact Center industry standards 59

3CLogic

AUGUST 3, 2021

To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Learn how your contact center can get callers off hold and on with their day. Analyze Historic Data To Staff Your Contact Center Appropriately.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

3CLogic

JUNE 11, 2021

As a ServiceNow Technology Partner, 3CLogic is proud to offer the premier cloud contact center solution that deeply integrates with the platform of platforms. Wellstar utilizes ServiceNow for several of the platform’s solutions including ITSM , ITBM, ITOM, ITAM, and more. Contact Center Challenges Before 3CLogic.

Healthcare 52

Healthcare contact center solutions Contact Center Cloud contact 52

3CLogic

OCTOBER 19, 2021

Whether in-person or digital, Now At Work is a great way to connect with others in the ServiceNow industry and is a prime opportunity to learn how to improve your processes and drive results. The same survey also reveals that 51% of contact centers are using legacy technology that just doesn’t meet their needs anymore.

contact center solutions 52

contact center solutions Contact Center Self service Healthcare 52

3CLogic

JUNE 14, 2022

But the team at Delaware’s Department of Labor is proof that public sector leaders can also benefit from the operational efficiencies that cloud-based contact center services provide. How 3CLogic And ServiceNow Delivered Value. The agent then contacts the caller via click-to-call directly within ServiceNow.

Government 52

Government Interactive Voice Response Self service Enterprise 52

CSM Magazine

APRIL 27, 2022

The embedded offering will allow ServiceNow customers to access session replay tools within the platform for the first time. Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, today announced an integration with ServiceNow to extend insight into individual customer experiences.

Metrics 52

Metrics Telecommunications Customer centricity Engineering 52

SharpenCX

JUNE 20, 2022

Our out-of-the-box integrations coupled with our open REST APIs give you the freedom and flexibility you need to build custom solutions. Integrating with Microsoft Teams. With our MS Teams integrations, your customers will be able to connect with the right person, at the right time. Integrating with Salesforce.

Contact Center 67

Contact Center Virtual Agent APIs Cloud contact 67

3CLogic

JANUARY 31, 2022

Let’s explore why delivering a truly great customer experience remains so difficult and what contact centers can do to delight customers like never before. One of the most pervasive challenges is that enterprise companies often rely on multiple platforms that simply don’t integrate meaningfully with each other.

Contact Center 59

Contact Center Customer Experience contact center solutions CRM 59

JustCall

APRIL 3, 2023

Today, auto-dialers have become an integral part of outbound call centers. Some users also couldn’t integrate the software with their favorite third-party applications. Loaded with powerful features such as predictive dialing, intelligent analytics, and multiple integrations, they can easily replace PhoenBurner.

voip 52

voip Interactive Voice Response CRM Coaching 52

3CLogic

JULY 29, 2022

In fact, the inability to reach a live agent for support is a top customer frustration, according to a recent survey from ServiceNow and Qualtrics. CFI Group’s 2022 Contact Center Satisfaction Index shows that 27% of customers are relying on support departments more compared to a few years ago.

Self service 52

Self service Contact Center Technology Analytics 52

3CLogic

APRIL 17, 2023

And with so many customers still picking up the phone, it is crucial that contact centers rely on efficient routing to keep up with demand. One example (of many) as to how an IVR that is well integrated with your CRM can enable better, more personalized service is the ability to offer critical self-service support during an outage.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

3CLogic

AUGUST 18, 2020

After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within the next 18 months. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.)

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

Spearline

OCTOBER 13, 2021

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction. Contact center teams are enthusiastically rolling out virtual agents. Contact us to learn more. We test phone numbers, in-country.

Virtual Agent 98

Virtual Agent Contact Center Chatbots Consulting 98

Cisco - Contact Center

JUNE 13, 2019

The contact center is one of the most interconnected applications in the enterprise, with dozens of integrations to multiple systems. A survey by the Aberdeen Group indicates that 60% of contact centers are using 7 or more systems to interact with customers.

Contact Center 83

Contact Center APIs contact center solutions CRM 83

3CLogic

MARCH 9, 2021

In this interview with 3CLogic’s Chairman and CEO, Denis Seynhaeve , and Observe.AI’s Co-founder and CRO, Sharath Keshava Narayna , we explore the top challenges and opportunities contact center leaders will face in 2021. Sharath : In 2020 we learned how resilient contact centers are and how critically they impact today’s businesses.

Customer Experience 52

Customer Experience Airlines Coaching Contact Center 52

3CLogic

AUGUST 12, 2022

Well-established processes are crucial for service desks and customer service centers. To understand why, it’s important to first explore the use of legacy call center systems today. In some cases, these outdated tools are on-premise systems that don’t integrate — at least not easily — with other tools.

Customer Experience 52

Customer Experience Abandon rate Contact Center Call Center 52

3CLogic

AUGUST 24, 2021

Consider a typical contact center interaction. It’s not that we’re trying to do away with call centers — it’s that at some point they need to serve a more refined purpose,” says Guillaume Seynhaeve, Vice President of Partnerships and Alliances at 3CLogic. An integrated technology ecosystem makes these priorit ies attainable.

Government 52

Government Contact Center Self service Technology 52

3CLogic

MARCH 25, 2022

When a customer dials up a contact center for support, it’s easy for them to assume the agent on the other end is doing little more than placing them on hold or routing them to someone else. Computer telephony integration sounds straightforward enough. 5 Concrete Ways CTI Benefits Your Contact Center.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

3CLogic

MARCH 16, 2021

In this 3CLogic Fireside Chat video ServiceNow's Head of Product Strategy for Customer Service Management, Nitin Badjatia , shares his views on the role of AI for customer service and how it will help solve the productivity downfalls of mundane tasks while improving agent performance. The Future For Contact Centers and Their Agents.

Customer Service 52

Customer Service Contact Center Enterprise Self service 52

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

3CLogic

OCTOBER 9, 2018

Analytics Today Innovative solutions that deeply integrate voice (AKA contact center telephony) into service management platforms, like 3CLogic and ServiceNow’s combined offering , allow enterprises to gain unparalleled visibility into customer-agent (or virtual agent) engagements, extracting valuable data and putting it to work.

Analytics 51

Analytics Virtual Agent Wait times Contact Center 51

InGenius

MAY 17, 2017

The InGenius team was very excited to announce a brand new integration for ServiceNow CSM this month. ServiceNow is an easy-to-use service management solution that allows contact center agents to proactively identify and remedy issues on a service health dashboard. Click-to-Dial.

Call Logging 48

Call Logging Contact Center Management 48

3CLogic

JUNE 14, 2018

Tune into an under-the-hood demonstration of how to build a native call center in ServiceNow in this on-demand webcast. Understand the top issues enterprises seek to resolve using this 3CLogic-ServiceNow combined offering as we explore the key building blocks that construct this powerful solution, including: Openframe and CTI.

Interactive Voice Response 40

Interactive Voice Response Call Center Construction contact center solutions 40

Talkdesk

MAY 8, 2020

A Fortune 100 global media conglomerate is the newest enterprise to choose Talkdesk® as a trusted provider of contact center solutions. This new partnership is the largest, single-instance cloud contact center deployment in the industry.

contact center solutions 78

contact center solutions Cloud contact Contact Center Enterprise 78

3CLogic

NOVEMBER 22, 2018

The Challenge The nationwide retailer needed a contact center solution that could sufficiently help its frontline communications team provide the same level of efficiency and responsiveness as the in-store experience. 3CLogic and ServiceNow provide us with the tools to operationalize workflows and deliver a universal user experience.”.

contact center solutions 40

contact center solutions Interactive Voice Response Contact Center Customer centricity 40

Talkdesk

MAY 8, 2017

One of Talkdesk’s most beloved features is our deep call center integrations with 25+ industry-leading solutions. With these integrations, teams across the world can synchronize their call data with CRMs, helpdesks, chat tools and more to improve the call center experience. What is Talkdesk for ServiceNow?

Call Center 40

Call Center Call center experience Personalization 40

3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? 7 Employee Retention Strategies For Contact Center Managers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Talkdesk

MAY 9, 2017

SAN FRANCISCO — May, 9, 2017 — Talkdesk today announced it has received certification of its application with ServiceNow®. Certification by ServiceNow signifies that Talkdesk has successfully completed a set of defined tests focused on integration interoperability, security and performance.

Contact center software 40

Contact center software Best practices Call Center Contact Center 40

3CLogic

MAY 26, 2022

Dynamic Solutions: Customers crave multiple options to reach your contact center. Consistency: Customers expect every avenue of contact to provide the same experience. Some contact centers may consider cutting back on expenses to maximize the use of existing technology. What Is Customer Experience Management (CXM)?

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Calabrio

JULY 28, 2020

The organization has 4 contact centers employing 1600 agents handling calls, chats, and tickets. The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow. Reduced queue backlogs by 41 percent. Reduced latency by 29 percent. Decreased ticket volumes by 7.5

outsourcing 80

outsourcing Contact Center CRM APIs 80

3CLogic

JULY 8, 2022

As organizations brace themselves for a possible recession, many are wondering what’s in store for contact centers. In fact, effective contact center management supports the customer and employee experience, streamlines operations, and also keeps costs in check. Set your sights on these best practices.

Best practices 52

Best practices Contact Center Management Analytics 52

3CLogic

OCTOBER 7, 2020

At the same time, while the adoption of digital channels has grown, 40% of customers will ultimately elect to contact a call center agent for assistance, especially if the inquiry is complex in nature. to drive more intelligent outcomes without the need for live agent assistance.

Interactive Voice Response 76

Interactive Voice Response Call flow Self service Enterprise 76

3CLogic

JULY 14, 2020

Today, only 1-2% of recorded voice calls are analyzed by the average contact center, leaving hundreds of thousands of minutes of data untouched. Since speech analytics is integrated into the CRM or primary system of record, pre-built workflows automatically escalate the event to a supervisor. Improving the Customer Experience.

Analytics 96

Analytics Call Center First call resolution Coaching 96

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Consider how the contact center landscape changed during 2021 alone.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52