December 12, 2018, Rockville, MD -- 3CLogic, a leading provider of cloud contact center software, today announced its selection by one of the world’s largest sports and live music entertainment companies to replace its current on-premise Cisco UCCX. Its enterprise-level solution will be deployed to modernize the global IT Helpdesk, as well as integrate with ServiceNow’s IT Service Management (ITSM) platform to enable full customer journey control and visibility into operations.
The company’s decision to select 3CLogic as its new cloud-based platform was largely driven by its need for greater department-level communication control, flexibility, and reporting insights than was available with their on-premise Cisco UCCX system.
In addition, the firm required a platform capable of integrating deeply with their ServiceNow ticketing solution to fully leverage customer and incident data, which will optimize helpdesk agent efficiency and ensure voice engagements are routed to the right person, for the right reason, at the right time.
Deploying 3CLogic’s fully-cloud enabled offering hosted on Amazon Web Services (AWS) will include :
- Native integration with ServiceNow ITSM for both agent and administrator, including seamless CTI solution, click-to-call, skills-based routing, automation of activity postings, linked call recordings, and an embedded Interactive Voice Response (IVR) designer.
- Single sign-on (SSO) to save agents time and easily manage systems access rights.
- Integrated reporting and analytics within ServiceNow complimented by real-time dashboards and wallboards.
“Modern enterprises are increasingly seeking to leverage the cloud to enable deeper and more complimentary integrations with systems of record, like ServiceNow, while helping to reduce the infrastructure costs typically associated with on-premise environments,” states Guillaume Seynhaeve, Director of Business Development at 3CLogic. “We are excited to add yet another global enterprise company to our growing list of industry leaders looking to leverage the 3CLogic platform in support of these global trends.”About 3CLogic
3CLogic is a leading cloud contact center platform modernizing enterprise communications with their employees and customers. Built on Amazon Web Services (AWS), the solution provides advanced and scalable speech-enabled offerings for leading CRMs, including ServiceNow, Salesforce, and SugarCRM. With deployments on four continents and a growing base of Global 2000 clients, 3CLogic drives digital transformation by improving CX, organizational efficiency and reporting insights using dynamic IVR, CTI, AI, advanced analytics, and API-driven integrations. For more information, please visit www.3clogic.com.