Federal Government Agency Implements 3CLogic Call Center Solution to Streamline Help Desk and Enhance Operational Insights

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3CLogic selected for ServiceNow integration, agent optimization, and reporting insights.

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We are excited to help yet another organization streamline communications and enhance overall productivity using our robust contact center integration with ServiceNow.

3CLogic, a leading provider of multichannel cloud contact center solutions, today announced the implementation of its award-winning platform by a major U.S. Federal Government agency. The adoption comes as a result of the agency’s desire to streamline the efficiency of its agents to help enhance the overall customer experience, while also gaining greater visibility into the call center’s daily activities and operational trends.

Responsible for the communication between various departments and worldwide offices, the agency previously relied on manually executed tasks and disparate systems, with limited reporting capabilities for its daily operations. As a result, they required a more effective communications platform to help route, record, and automate various customer interactions while seamlessly integrating with its system of record, ServiceNow. In addition, the organization required integrated real-time insights into agent activities, queue hold times, and general KPIs to help assess and improve the operational effectiveness of the help center in real-time.

With 3CLogic’s Cloud Contact Center solution, the agency will enjoy:

  • Seamless call center integration with ServiceNow (Fuji)
  • Advanced call routing tools (IVR, ACD, skills-based routing)
  • Automatic screen pop of caller records
  • Outbound click-to-call
  • Automatic syncing of call details (recordings, history, etc.)
  • Real-time supervisor dashboard of agent activities
  • Quality management tools
  • Advanced Reporting and Business Intelligence

“We are excited to help yet another organization streamline communications and enhance overall productivity using our robust contact center integration with ServiceNow,” states Robert Killory, Chief Customer Officer at 3CLogic.

The announcement comes following 3CLogic’s earlier Summer announcement regarding its latest CTI integration with ServiceNow, as well as its newest Hybrid Cloud offering for enterprises seeking cloud-enabled functionality while still leveraging an exiting on-premise infrastructure.

About 3CLogic
3CLogic is a leading provider of cloud communication as a service 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 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 http://www.3clogic.com or blog.3clogic.com.

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