Top U.S. University Selects 3CLogic and ServiceNow to Deliver Improved Customer Experience

June 12, 2018

Leading Provider of Cloud Call Center Software Helps Support a ‘One-Stop Customer Service Center’ Integrated with ServiceNow.

3CLogic, a leading provider of cloud call center software, today announced the successful deployment with a Top-50 nationally ranked university. The implementation includes deep integration with the ServiceNow® Customer Service Management (CSM) platform and a hybrid cloud deployment with the institution’s on-premise Oracle SBC network. The solution leverages the university's existing telephony infrastructure while enabling a complete cloud contact center offering.

The university discovered that while various customer service offices collaborated behind closed doors, students and families were often required to interact with offices independently for issues relating to enrollment, billing, financial aid and other inquiries. This dynamic negatively impacted the overall customer experience and delivery of services.

Driven by a desire to consolidate and optimize communication among Student Financial Services, Bursar, and the Registrar’s Office, the university selected 3CLogic based on its breadth and depth of integration with ServiceNow and ease-of-deployment with the university's legacy telephony system. 

Deploying 3CLogic’s Now certified Computer Telephony Integration (CTI) and call center solution has enabled the university to quickly identify, consolidate and route incoming inquiries to the appropriate office, while improving the administration’s ability to track and monitor customer service inquiries for a more unified customer experience.  

“We are excited to support yet another university institution looking to incorporate 3CLogic as part of its overall digital transformation initiatives,” said Vikas Nehru, chief technology officer and senior vice president of Engineering, 3CLogic.

The announcement comes after 3CLogic revealed its newest native integration for ServiceNow at Knowledge18, ServiceNow’s annual customer conference, where 3CLogic also won the event’s CreatorCon Hackathon competition. 

About 3CLogic

3CLogic is a leading cloud communication platform, offering a seamlessly integrated multichannel and Computer Telephony Integrations (CTI) interface for today’s enterprise businesses. Designed to complement existing operational workflows and/or on-premise legacy systems, 3CLogic provides a unified 360-degree view to optimize and analyze client interactions for sales, customer support, or call center organizations. 3CLogic offers customers maximum choice and flexibility with a connect, hybrid or pure cloud solution while delivering market-leading security, scalability, system flexibility, and reliability. 3CLogic is government cloud capable, meeting Aisle 5-level requirements, and GDPR-ready. For more information, please visit www.3clogic.com or blog.3clogic.com.