Voice and cloud call centre solution provider 3CLogic has expanded its partnership with ServiceNow to include Technology Workflows into its existing platform.
Being a ServiceNow Premier Technology partner, 3CLogic has noticed strong demand for voice and SMS capabilities from ServiceNow customers.
The collaboration will focus on upgrading ServiceNow’s existing and future platform releases for IT service management with voice-enabled features and capabilities for delivering enhanced self-service and live agent interactions.
Matt Schvimmer, SVP of Product and Service Management at ServiceNow, said: “We are excited to further our partnership with 3CLogic and enable voice experiences within our Technology Workflows.”
“Supporting employees and customers via phone remains a critical need for organizations and these voice capabilities are powerful tools that will improve this overall experience for any interactions with IT.”
As part of the collaboration, 3CLogic will enhance its existing voice and contact center offerings, including integrated computer telephony integration (CTI), embedded IVR Call Flows, call transcription &, AI-powered analytics, and integrated reporting to harness additional components and workflows of the ServiceNow platform.
The combined offering will enable IT teams and service desks to create, deploy, and monitor intelligent and personalised customer experiences across multiple channels.
Back in December, ServiceNow partnered with Qualtrics to provide a joint offering to companies’ customer base.
