ServiceNow embedded drag-and-drop IVR.
ServiceNow integrated Computer Telephony Integration (CTI).
Automatic Call Distribution (ACD).
CTI ability to put an active call on hold.
CTI ability to transfer an active call.
Ability to embed and initiate an active call from a phone enabled field from within ServiceNow leveraging 3CLogic’s CTI.
Ability to embed and initiate an outbound SMS from a phone enabled field from within ServiceNow leveraging 3CLogic’s CTI.
Out-of-the-box administrative option which provides Whisper and Silent Monitoring of agents for coaching or quality management purposes.
Ability to configure call result codes by queue to establish the outcome of each customer engagement, which can post a simple summary code to ServiceNow or trigger automated workflows (ie: after a call is marked "resolved", have ServiceNow send a survey).
Fully customizable ability to present or "screen-pop" the appropriate ServiceNow screen (ie: Incident, Case, etc.) to a receiving agent during a call to optimize time and improve the customer experience.
Configurable ability to record an agents screen during the duration of a call and store it against the relevant ServiceNow record (ie: Incident, Case, etc.) for future reference.
Configurable ability to record a call and store it against the relevant ServiceNow record (ie: Incident, Case, etc.) for future reference.
Seamlessly create and manage call queues from within ServiceNow.
Automatically associate call records (ie: notes, call duration, call disposition, call recording, etc.) to the appropriate record in ServiceNow.
Create an omnichannel experience by creating conditions between ServiceNow's native chat and 3CLogic's CTI to help seamlessly manage channel prioritization and agent productivity (ie: if on a ServiceNow chat, do not present a 3CLogic call or visa versa).
Ability to build dynamic and CTI embedded scripts that can both pull and post data from ServiceNow to help guide agents through a call.
A 3CLogic-unique offering for ServiceNow to allow end-users to easily configure call flows and routing rules (ie: when to screen-pop or create a new Incident, etc.) as an extension of the IVR to enable easy configuration of complex use cases without the need for coding.
Ability to identity a caller based on their caller ID and drive automated flows within ServiceNow.
Easily type rather than record audio files for IVR prompts or enable virtual agent use cases with a fully embedded text-to-speech offering.
Ability to transcribe calls, associate them to the appropriate ServiceNow record, and apply machine learning to establish a call "sentiment" or score which can drive automated tasks or workflows in ServiceNow.
Enjoy integrated reporting with ServiceNow to drive a consolidated view of what drives customer engagements and tickets/cases or leverage 3CLogic's advanced reporting & analytics platform to create and automate your own reports.
A fully embedded IVR Analytics offering to help monitor and measure the efficiency of your IVR at each stage/branch.