Overview

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 ServiceNow’s various service management offerings including ITSM, CSM, HR. 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 CTI, IVR, ACD, call recording, screen-pop, text-to-speech, IVR analytics, ServiceNow integrated reporting, and much more. 3CLogic is a ServiceNow Silver Technology Partner.

Products

  • IVR

    ServiceNow embedded drag-and-drop IVR.

  • CTI

    ServiceNow integrated Computer Telephony Integration (CTI).

  • ACD

    Automatic Call Distribution (ACD).

  • Call Hold

    CTI ability to put an active call on hold.

  • Call Transfer

    CTI ability to transfer an active call.

  • Click-to-call

    Ability to embed and initiate an active call from a phone enabled field from within ServiceNow leveraging 3CLogic’s CTI.

  • Click-to-SMS

    Ability to embed and initiate an outbound SMS from a phone enabled field from within ServiceNow leveraging 3CLogic’s CTI.

  • Call Monitoring

    Out-of-the-box administrative option which provides Whisper and Silent Monitoring of agents for coaching or quality management purposes.

  • Call Disposition

    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).

  • Screen-pop

    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.

  • Screen Recording

    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.

  • Call Recording

    Configurable ability to record a call and store it against the relevant ServiceNow record (ie: Incident, Case, etc.) for future reference.

  • Call Queue Management

    Seamlessly create and manage call queues from within ServiceNow.

  • Activity Posting

    Automatically associate call records (ie: notes, call duration, call disposition, call recording, etc.) to the appropriate record in ServiceNow.

  • ServiceNow Chat Presense

    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).

  • Dynamic Scripting

    Ability to build dynamic and CTI embedded scripts that can both pull and post data from ServiceNow to help guide agents through a call.

  • Integration Designer

    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.

  • Dynamic Caller ID

    Ability to identity a caller based on their caller ID and drive automated flows within ServiceNow.

  • Text-to-Speech

    Easily type rather than record audio files for IVR prompts or enable virtual agent use cases with a fully embedded text-to-speech offering.

  • Sentiment Analysis

    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.


    *Summer/Fall release

  • Reporting & Analysis

    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.

  • IVR Analytics

    A fully embedded IVR Analytics offering to help monitor and measure the efficiency of your IVR at each stage/branch.


    *Summer/Fall Release

News

Latest News

3CLogic, a leading cloud communication platform, and Carahsoft Technology Corp., The Trusted Government IT Solutions Provider®, today announced a formalized partnership. Under the agreement, ...
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Resources

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Blog

Organization to leverage leading cloud call center platform integrated with ServiceNow® to expand visibility and control for its leadership team.

Leading Provider of Cloud Call Center Software Helps Support a ‘One-Stop Customer Service Center’ Integrated with ServiceNow.

Case Study

Watch Now to Learn About the 3CLogic Suffolk Construction Case Study.

Video

3CLogic ServiceNow Native CTI Call Center Integration

Watch this on-demand webinar to learn how 3CLogic seamlessly embeds voice with ServiceNow ITSM, CSM and HR digital workflows to help contact centers and helpdesks.