Voice-enabling and cloud contact centre solution 3CLogic has been selected by Nissan to improve its HR service capabilities.
The platform will support Nissan’s Global People Services division responsible for its worldwide HR shared services, including employee inquiry, HR transactions, employee relations, employee benefits, and payroll.
Raju Vijay, Division General Manager of Global People Services and Digital HR at Nissan, said: “We are excited to partner with 3CLogic to improve our HR Service capabilities and provide an integrated omnichannel employee experience through our global service centers.”
“3CLogic will reduce the agent time required to service each customer interaction while improving the overall quality of that interaction. Insights from interaction quality and feedback will be helpful inputs to support our continuous improvement cycle”, adds Raju.
3CLogic says its ServiceNow-centric cloud call center capabilities for HR Service Delivery help clients deliver personalised employee call experiences to global workforces.
The unified ServiceNow agent workspace is said to combine the native digital channels already available (ie: email, chatbots, live chat) with 3CLogic’s voice and SMS services for a complete omnichannel solution.
The company says this allows clients to gain system flexibility and reduce infrastructure costs when migrating operations from on-premise systems to a cloud-based solution.
Key enhancements include:
- Voice-enabled self-service to streamline resolution of common inquiries – allows employees to self-authenticate based on pre-existing information stored in ServiceNow to address common requests including password resets, and recent case updates.
- Automation of manual tasks to save time and reduce costs – ability to automate routine and daily agent tasks, including automatic ServiceNow agent screen-pops and automatic transcription of employee voicemails into ServiceNow cases.
- Intelligent call routing to reduce employee wait times – ability to leverage ServiceNow employee or case data to identify callers, the intent of the call, and route to the most qualified service agent, while reducing the total time spent waiting for assistance.
- AI-driven analytics and reporting to deliver key insights – ability to scale quality assurance with AI-powered speech analytics and employee evaluation forms, automated posting of all employee interactions with ServiceNow records, employee abandoned call reports, and ServiceNow-integrated call reporting to deliver deep insights into daily operations.
Denis Seynhaeve, 3CLogic CEO, said: “We are delighted to welcome Nissan as our latest Fortune Global 500 customer.”
“When employees interact with HR, having the right balance between efficient self-service and access to knowledgeable agents is the key to providing a positive employee experience.”