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Aug 05

Computer Telephony Integration (CTI) for ServiceNow’s Customer Service Management (CSM) Platform

Posted by Rachel Brink on Aug 5, 2016 9:08:15 AM

new-servicenow-integration-cti-image.png3CLogic is a leading provider of cloud communications as a service offering the only seamlessly integrated multichannel and Computer Telephony Integration (CTI) platform for today's enterprise businesses.  Designed to complement existing operational workflows and on-premise legacy systems, 3CLogic provides a unified 360-degree view to optimize and analyze client interactions for either sales, customer support, or call center organizations.  Built on a unique distributed architecture hosted on AWS, 3CLogic offers both a pure cloud and hybrid cloud solution while delivering market-leading security, reliability, and system flexibility. 

8 Ways 3CLogic’s CTI extends the use of ServiceNow's Customer Service Management (CSM) Platform 

  1. Enhances Workflow Efficiency: Seamlessly route customers to the user most qualified to address their service request using 3CLogic’s Interactive Voice Response, Automatic Call Distribution, and skills-based routing features, optimizing resource utilization while increasing productivity.
  1. Enables Self-Service: Empower customers to resolve their own needs through intuitive Interactive Voice Response (IVR) capabilities, freeing users to address more pressing initiatives while reducing support costs.
  1. Automates Manual Processes: Automatically populate user screens with each customer’s open incident and account information upon every interaction, enhancing efficiencies and streamlining service delivery.
  1. Enables Click-to-Call: Convert every phone number stored in ServiceNow into a convenient click-to-call button, removing the need for users to search for and manually dial a client’s contact information.
  1. Enhances Business Intelligence: Combine customer interaction data with incident reports to more accurately assess user performance and understand if service expectations are being met
  1. Leverages Existing Infrastructure: Integrate 3CLogic’s multichannel solution with ServiceNow’s CSM platform, while leveraging existing premise-based systems including Cisco and Avaya.
  1. Facilitates Multichannel Support: Enable users to service customers across multiple channels and touch points (telephony, email, chat, SMS, social media) from a single workspace with 3CLogic’s all-in-one multichannel solution.
  1. Increases Supervisor Visibility: Offer supervisors the ability to record, monitor, and coach users during customer interactions, facilitating best-in-class service and compliance with company and industry protocol.

 

Like what you've read? Check-out our free on-demand webinar, "Leveraging ServiceNow CTI for Customer Service and Support" to learn more about our advanced integration, and watch a demo!

Webinar - Leveraging ServiceNow CTI for Customer Service and Support

Topics: ServiceNow, customer service, CSM, customer service management, computer telephony integration, CTI, ServiceNow CTI

Rachel Brink

Written by Rachel Brink

Rachel Brink is the Marketing Manager at 3CLogic with over four years of experience in sales and customer service. In her role, she routinely shares best practices regarding how to streamline business communications and enhance the customer experience through innovative technologies and processes.