3CLogic announced the deployment of its Total Cloud Contact Center solution for a global food manufacturer, the company said.
The implementation is part of a broader digital transformation initiative designed to improve employee services and includes an integration to ServiceNow´s HR Service Delivery platform to drive a more consistent and streamlined employee workflow experience.
Responsible for all human resource services to an employee base of over 20,000 distributed across the Americas, EMEA, and the APAC region, the company was in need of a more versatile voice and contact center offering to accompany the digital channels (ie: email, chat, and knowledge-base) already native to its ServiceNow HR platform.
The desire to offer voice as an option, despite the growing push by enterprises to encourage self-service and digital mediums, stemmed from a focus on the overall customer experience, especially when handling complex inquiries. Per a recent report, while 75% of simple requests start by leveraging digital channels, over 30% transition to phone-based interactions. More importantly, 60% of consumers continue to prefer voice-based engagements when dealing with complex items.
3CLogic is a 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 CRMs, including ServiceNow, Salesforce, and SugarCRM. 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 dynamic IVR, CTI, AI, advanced speech analytics, and API-driven integrations. For more information, visit www.3clogic.com.