3CLogic, a leading provider of cloud call center software, today announced the successful deployment of a Forbes U.S. top 300 ranked private firm. The implementation involves 3CLogic’s Hybrid Cloud offering hosted on Amazon Web Services (AWS) while integrating with the firm’s legacy on-premise Cisco network to provide a seamless Computer Telephony Integration (CTI) solution with ServiceNow ITSM.
The company’s decision to implement 3CLogic’s certified call center solution with ServiceNow came following the evaluation of a number of vendors as it sought to migrate its existing Help Desk to the cloud in an effort to gain more feature flexibility and change management control. Ultimately, 3CLogic’s versatility and ability to leverage the firms existing Cisco platform provided the best of both worlds, whereby the Help Desk gained complete control of its customer journey while acknowledging the companies existing investment in Cisco. “3CLogic’s CTI integration with ServiceNow Helsinki met our requirements perfectly and worked out of the box with minor need for customizations”, states the company’s Service Delivery Manager.
Immediately following deployment, the company saw its Average Speed to Answer fall below 30 seconds, Abandonment Rates drop to below 3%, and Incidents increase by almost 100% as automated creation of tickets with each engagement helped improve the accuracy of recorded tickets. In addition, 3CLogic’s real-time dashboards and integrated reports with ServiceNow offered easier monitoring of agent activities and quick access to key performance analytics. “I can now easily manage my call volume and make real-time decisions as to where my staff is most needed,” explains the Service Delivery Manager.
Moving forward the company has plans to expand its use of 3CLogic to other internal departments, including Human Resources, to extend the benefits already recognized.
3CLogic is a leading provider of cloud call center software, offering a seamlessly integrated multichannel and Computer Telephony Integrations (CTI) platform 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 either sales, customer support, or call center organizations. Built on a unique architecture hosted on Amazon Web Services (AWS), 3CLogic provides both a pure or hybrid cloud solution while delivering market-leading security, scalability, system flexibility, and reliability. For more information, please visit www.3clogic.com or blog.3clogic.com.