Rockville, Md., March 12, 2024 – A major European railway company has announced its collaboration with 3CLogic, a leading Conversational AI and Contact Center solution for ServiceNow®, to revolutionize its customer experience and operational workflows. By replacing its existing on-premise contact center with a ServiceNow-certified solution, the railway company aims to streamline processes, reduce costs, and provide optimized services to its millions of passengers.
The company sought a ServiceNow-certified solution that could leverage its current SIP infrastructure while replacing its third-party managed and hosted contact center. It aimed to consolidate the agent desktop workspace, empower supervisors, and gain greater control over daily operations without relying on expensive external resources. The integration of the new solution into the existing back-office business workflows orchestrated by ServiceNow ensures a seamless and transformative revitalization of the customer service supply chain.
“Innovation lies in utilizing existing systems to avoid redundancy and complexity, thereby enhancing ROI and operational efficiency,” says Matt Durkin, VP of Global Sales at 3CLogic. “Instead of simply swapping one contact center solution for another, we embrace disruption-free digital transformation by weaving the role of a contact center into established workflows. Only then can we truly enhance the entire customer experience.”
The deployment of this partnership will enable various capabilities and benefits to enhance the railway company’s CX operations. These include a single ServiceNow agent desktop that complements existing digital channels, integrated secure payment processing, AI-supported self-service and call routing based on ServiceNow data, SIP integration via hybrid cloud deployment, and ServiceNow-integrated reporting and analytics.
As 3CLogic’s innovative approach to merging its Contact Center as a Service (CCaaS) offerings with leading service management platforms gains traction, global enterprises across five continents are seeking their expertise. The continued expansion of 3CLogic’s services in Europe necessitates increased investment in the region, ensuring continued growth and success in 2024.
3CLogic is a ServiceNow-certified technology partner, offering solutions for various ServiceNow offerings. The organization looks forward to participating in upcoming ServiceNow Summits in Boston and Montreal, as well as showcasing its latest capabilities at ServiceNow’s annual Knowledge 2024 event in Las Vegas.
For more information about 3CLogic and its solutions, visit www.3clogic.com.
FAQ:
Q: What is 3CLogic’s role in the partnership with the European railway company?
A: 3CLogic is providing its Conversational AI and Contact Center solution to replace the existing on-premise contact center and optimize customer engagements and operational efficiency.
Q: How will the new solution benefit the railway company?
A: The new solution will streamline operational workflows, reduce costs, and enhance the customer experience through various capabilities such as a single agent desktop, integrated secure payment processing, and AI-supported self-service and call routing.
Q: What is the significance of integrating the solution with ServiceNow?
A: Integrating the solution with ServiceNow enables the railway company to leverage its existing back-office business workflows, leading to a seamless customer service supply chain and overall improved customer experience.
Q: What other offerings does 3CLogic provide?
A: 3CLogic offers solutions for ServiceNow’s IT Service Management, Customer Workflows, HR Service Delivery, and Source-to-Pay solutions. They are a ServiceNow-certified technology partner.
Sources:
– [3CLogic](www.3clogic.com)
Definitions:
– Conversational AI: Artificial intelligence technology that enables machines to engage in natural, human-like conversations with users.
– Contact Center: A centralized location or department where customer interactions, such as phone calls, emails, and chats, are managed and responded to.
– ServiceNow: A cloud computing company that provides software solutions for service management, IT operations management, and business operations management.
Related Links:
– 3CLogic website
The source of the article is from the blog foodnext.nl