Rethinking Legacy Systems: 3 Steps Customer Experience Leaders Can Take to Modernize the Service Experience

Posted by 3CLogic on Aug 12, 2022 8:00:00 AM

Well-established processes are crucial for service desks and customer service centers. Relying on a standardized approach to tasks and operations helps to ensure that customers have positive experiences at every touchpoint. 

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Topics: voice, contact center technology, customer service management, digital transformation, SMS

The Role of AI for Customer Service

Posted by 3CLogic on Mar 16, 2021 10:00:00 AM

In this 3CLogic Fireside Chat video ServiceNow's Head of Product Strategy for Customer Service Management, Nitin Badjatia, shares his views on the role of AI for customer service and how it will help solve the productivity downfalls of mundane tasks while improving agent performance.

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Topics: customer service management, artificial intelligence, machine learning, voice AI

How to Build a Natively Integrated Call Center in ServiceNow

Posted by Kathy Ruxton on Jun 14, 2018 8:53:14 AM
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Topics: IVR, customer service management, ServiceNow, CSM, telephony CRM integration, webinar

The “New” ServiceNow® Knowledge18 Highlights and Key Takeaways

Posted by Kathy Ruxton on May 19, 2018 6:02:34 PM

A record 20,000 attendees consisting of a vast array of enterprise IT professionals and leaders gathered at the Sands Expo Hall in Las Vegas last week to experience the future of work according to ServiceNow – and the company did not disappoint!

The massive 3-day event was packed with keynotes, analyst presentations, classroom sessions, developer labs and exhibits with over 100 ServiceNow partners, showcasing the latest technologies, trends and topics related to the future of ServiceNow, the ecosystem and how the company is empowering digital transformations and delivering great customer and employee experiences.

Read on to explore the top highlights from the show:

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Topics: customer service management, ServiceNow, Product Launch, telephony CRM integration, Cloud Communication, Knowledge18

Top 3 Key Takeaways from ServiceNow’s “Putting Service First” Report

Posted by Rachel Brink on Aug 26, 2016 10:35:46 AM

ServiceNow recently released the findings of its “Putting Service First” report, which surveyed 200 senior managers in customer service roles at large U.S. firms (with at least 500 employees) on their organizations’ customer support approaches. Revealing several key insights and challenges faced by large customer support teams around the country, the report provides useful information and tips for service professionals looking for ways to streamline and enhance their customer support initiatives, without it costing them an arm and a leg. Check-out the key takeaways from this year’s survey:

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Topics: customer service, call center software, customer service management, CTI, ServiceNow, ServiceNow CTI, CSM

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

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

3CLogic 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. 

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

Top 3 Key Takeaways from Knowledge16

Posted by Rachel Brink on May 24, 2016 9:19:07 AM

This past week, 3CLogic had the privilege of sponsoring and exhibiting at Knowledge16, the largest and most reputable service management conference in the world, hosted by ServiceNow. Filled with over 200 breakout sessions, 120 labs, industry shaking keynotes, and an expo hall with over 100 ServiceNow partners, the show helped highlight the service management revolution that is currently underway, and how enterprises can prepare. If you weren’t able to attend this year’s conference, or would simply like a quick recap, check-out the following three key takeaways from the event.

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Topics: customer service management, ServiceNow, service management, Knowledge16

5 Things You Can't Miss at Knowledge16

Posted by Rachel Brink on May 13, 2016 9:37:35 AM

Knowledge16, ServiceNow’s 10th annual conference, is this year’s can’t-miss event, bringing together over ten thousand CIOs, ITIL professionals, service management gurus, industry thought leaders, and more! With over 200 breakout sessions, 120 labs and industry-shaking keynotes, Knowledge is designed to help ServiceNow users and IT professionals expand their understanding of the advanced service management platform, and discover ways to further enhance its functionality. And guess what—it’s not too late to sign-up! Click here to learn more. For those who are already registered, or plan to be, don’t miss the following five events at the show!

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Topics: customer service management, ServiceNow, service management, Knowledge16

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