3CLogic, a leader in AI and cloud contact center solutions for ServiceNow®, has been selected by a globally recognized footwear and accessories brand to enhance its existing ServiceNow IT Service Management (ITSM) suite. The partnership aims to integrate 3CLogic’s purpose-built CCaaS (Contact Center as a Service) offering, enabling the retailer to streamline back-office workflows with front-office engagements, thus improving IT service delivery and operational efficiency.
- Challenges Faced by the Global Retail Brand:
- The brand struggled with integrating its contact center platform with ServiceNow ITSM, leading to inefficient and fragmented employee experiences.
- Issues such as excessive swivel-chairing between disconnected systems resulted in increased manual work, adversely affecting time-to-resolution (TTR) and raising operating costs.
- With a global team spread across six continents and more than 80 countries, serving over 4,000 employees, there was a critical need to streamline IT operations.
- Why 3CLogic Was Chosen:
- The retailer selected 3CLogic’s ServiceNow-certified CCaaS offering for its unique ability to leverage all aspects of the ServiceNow platform, including workflows, AI, and reporting.
- 3CLogic’s solution enables a single omnichannel workspace for agents and leadership, enhancing the efficiency and personalization of IT service delivery.
- The unified platform helps reduce the complexity of managing IT support by providing seamless integration with existing systems.
- Benefits of 3CLogic’s Cloud Contact Center Solution:
- The initial deployment will enhance the retailer’s use of ServiceNow ITSM with features like integrated Computer Telephony Integration (CTI), intelligent IVR workflows, and comprehensive reporting tools.
- Future phases of the project will include additional AI-powered capabilities such as call transcription, summarizations, and sentiment analysis, all integrated with ServiceNow to further minimize manual efforts and improve analytical insights.
- Comments from 3CLogic Leadership:
- Matt Durkin, VP of Global Sales at 3CLogic, expressed enthusiasm about the partnership, highlighting that the collaboration with ServiceNow’s unified omnichannel platform will enable the retailer to resolve IT support issues more efficiently without increasing costs.
- Durkin emphasized that the solution will help the brand achieve faster outcomes and provide a more personalized employee experience.
- Upcoming Presentations and Future Plans:
- 3CLogic, as the only ServiceNow-certified Advanced Platform CCaaS vendor, will present its latest solution updates and benefits at upcoming ServiceNow World Forums.
- Scheduled presentations include events in London, UK, on October 2nd, 2024; Dallas, TX, on October 8th, 2024; Munich, Germany, on October 23rd, 2024; and New York City, NY, on November 7th, 2024.
- These forums will showcase how 3CLogic continues to innovate and provide value through its ServiceNow integrations.
The partnership between 3CLogic and the globally recognized footwear and accessories brand marks a significant step towards transforming IT service management in the retail sector. By integrating 3CLogic’s advanced cloud contact center solution with ServiceNow ITSM, the retailer can streamline its operations, reduce manual work, and provide a more personalized and efficient experience for its employees. As 3CLogic continues to enhance its offerings with AI-driven features, the company remains committed to helping businesses leverage the full potential of ServiceNow’s platform to optimize IT service delivery.
