Urban School District Improves Efficiency through Integrated Voice and Digital Workflow Automation with 3CLogic

ROCKVILLE, Md. – May 16, 2019 – 3CLogic, a leading provider of cloud contact center software, today announced the successful deployment for a large independent school district.  The implementation includes a hybrid cloud integration with the district’s on-premise Cisco infrastructure, while fully enabling a native cloud contact center offering with the institution’s ServiceNow IT Service Management (ITSM) platform.  

Operating over 100 schools, including elementary, middle and high schools, the district actively serves over 80,000 students, 5,000 teachers, and 5,000 staff.  Given the complexity of managing such a diverse and large audience, the district needed to improve and automate unnecessary manual tasks, while enabling deeper reporting insights to identify and address areas of inefficiency.  The school district also required a greater degree of operational freedom to easily configure and modify incoming customer call routes, in relation to known employee details and tickets stored in ServiceNow, as a means to improve the overall level of customer service. 

Since deploying 3CLogic’s Now® certified Computer Telephony Integration (CTI) and Call Center solution, the district was quickly able to:

• Optimize agent efficiency through integrated skills-based routing, automated ServiceNow Incident screen-pop, and post-call activity postings to relevant records.
  
  
• Easily create customized reports and pro-actively monitor the performance of their agents in relation to the successful (or not) resolution of incoming customer inquiries.
  
  
• Continue to leverage its existing on-premise Cisco investment while leaving the option to migrate to a fully-cloud hosted offering at future time of their choosing with 3CLogic’s unique Hybrid Cloud deployment option.

“We are excited to support yet another educational institution looking to incorporate 3CLogic as part of their overall digital transformation initiative”, states Matt Durkin, 3CLogic VP of Sales.  “It is also exciting to see organizations leverage the immediate benefits of our cloud platform without necessarily ripping or replacing their existing investment in on-premise systems.  It truly is the best of both worlds.”

As of the announcement, the school district is actively planning to expand the use of 3CLogic to include its facilities management division and also integrate with its future deployment of ServiceNow’s Customer Service Management (CSM) platform.

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, Microsoft Dynamics, 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.