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

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. Voice acts as a platform and service enabler.

Virtual Agent 98

Virtual Agent Contact Center Chatbots Consulting 98

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

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

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

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

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

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

JUNE 24, 2019

In the contact center industry, "hybrid cloud" can mean a lot of things with just as many ways to apply it. To learn more about a hybrid cloud Contact Center platform that leverages your existing on-premise telephony investment AND cloud CRM, contact info@3clogic.com. It's time to clear the air!

CRM 40

CRM Cloud contact Contact Center Service level 40

Totango

JULY 18, 2018

Most often, Customer Support teams are considered to be in the “cost center” column rather than the “profit center” column. Companies with a higher level of “Digital Maturity,” those led by teams which have taken advantage of the power of new data integrations in their decision-making, outperform those who haven’t.

Customer Support 56

Customer Support B2C Customer retention Upselling 56

Xaqt

JANUARY 6, 2020

Here we'll discuss the basics of a Cognitive IVR and why Conversational AI should be part of your Cognitive Contact Center or Call Center Automation strategy. These are examples of course, and the actual prompts will vary based on the call center. This requires technical integration with the underlying business systems.

Interactive Voice Response 52

Interactive Voice Response Call Center Engineering Contact Center 52

3CLogic

APRIL 6, 2021

If you’ve ever called a customer service center, the first message you probably heard was, “This call is being recorded for quality assurance, internal training, and compliance purposes.” With agents working from home, contact center supervisors had to change the way they managed their teams. The Rise of AI in Customer Service.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

3CLogic

APRIL 29, 2024

From leveraging advanced system management platforms, such as ServiceNow, to evaluating new contact center capabilities — organizations are eager to create strategic digital transformation plans to optimize their IT Help Desk, but they’re up against several challenges.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

3CLogic

JANUARY 9, 2024

Chances are, however, simply adding cloud capabilities as an additional layer on top of your current communications platform will have minimal impact on your business if little thought is given to how these are weaved into your workflows and processes. So, how can your organization stay competitive in 2024?

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

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 28, 2022

Utilizing a platform that enables healthcare professionals and their support teams to quickly access patient data and provide excellent support or care, while at the same time allowing patients to leverage digital options and services, represents the next leap forward for healthcare providers looking to improve outcomes and patient experiences.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

CSM Magazine

FEBRUARY 24, 2023

Salesforce CRM and ServiceNow Integration is for customer service agents who must quickly provide consumers with the information they need on the spot. It eliminates manual data entry or inefficient searches, as this integration gives customer service reps instantaneous access to all relevant customer information.

CRM 52

CRM Contact Center Analytics Self service 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. Inefficient workflows and processes arise with fragmented operations, where communication channels and data management platforms don’t speak with each other.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

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

MAY 27, 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. Operating in six states, Ingles boasts 197 grocery stores plus shopping centers and gas stations. Contact Center Challenges Before 3CLogic.

Contact Center 52

Contact Center contact center solutions Coaching Cloud contact 52

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

JustCall

JANUARY 20, 2023

Consumers today have many avenues to contact a business – there’s email, chat, phone calls, social media, and so on. It hardly supports integrations and international calling facilities, giving room for alternatives to Ooma. JustCall JustCall is a cloud-based business phone and contact center solution.

Interactive Voice Response 52

Interactive Voice Response Enterprise APIs voip 52

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 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

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

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

3CLogic

AUGUST 12, 2022

Well-established processes are crucial for service desks and customer service centers. Why rock the boat and adopt a new platform for voice workflows if you’re able to get by with a legacy system that manages customer calls? To understand why, it’s important to first explore the use of legacy call center systems today.

Customer Experience 52

Customer Experience Abandon rate Contact Center Call Center 52

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 99

Contact Center APIs contact center solutions CRM 99

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

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

Netomi

MARCH 2, 2022

In fact, recent research from Gartner revealed that 59% of customers prefer to resolve their issues without contacting a customer service rep. Arguably, its most attractive feature is its numerous integrations, as it integrates with 1000+ prebuilt apps through the Zendesk marketplace. . Zendesk’s Key Features. Customer feedback.

Self service 52

Self service Enterprise Chatbots Customer Support 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 platform. A unified customer experience.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

JustCall

APRIL 5, 2023

Top 8 Alternatives to RingCentral – Choose the Best Call Center Software for Your Business JustCall Microsoft Teams Google Chat Nextiva Zoom Vonage Business Communication Dialpad 8X8 X Series 1.JustCall Let’s get to it right away. Call recording – Record and monitor agent calls to improve quality and performance.

voip 52

voip Enterprise Interactive Voice Response CRM 52

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

JustCall

APRIL 5, 2023

User Interface Comparison The user interface is the first point of contact between the user and the application. It determines how seamlessly your workforce can operate the platform, derive results, and extract meaning from the application. However, IVR is available for Contact Center plans only.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

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