Multinational deploys leading cloud contact center solution to complement its digital transformation strategy while improving Employee Workflows with integration to ServiceNow HR Service Delivery
3CLogic announced the deployment of its Total Cloud Contact Center solution for a leading global food manufacturer. 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.
“As digital channels and self-service continue to gain traction across enterprises and industries, many recognize voice as the final line of defense when matters escalate or have reached a degree of complexity less suited for automation”
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.
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“As digital channels and self-service continue to gain traction across enterprises and industries, many recognize voice as the final line of defense when matters escalate or have reached a degree of complexity less suited for automation,” explains Denis Seynhaeve, CEO at 3CLogic. “Employee services is no different.”
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Following a rigorous evaluation process intent on extending the value of their initial ServiceNow investment, the organization selected 3CLogic. The deployment includes:
- CTI and Contact Center (IVR, ACD, etc.) integration with ServiceNow HR Service Delivery.
- Integrated voice workflows (ie: IVR, agent assignment, dashboards, etc.) with ServiceNow to allow for easy administration of the employee journey.
- Dynamic ServiceNow and language-based call routing to improve the distribution of work to agents.
- Automatic HR case creation for employee-submitted voicemails to improve awareness and response time.
- Integrated reporting and analytics with ServiceNow to allow for a consolidated view of all work across channels.
Since deploying, the company has already begun to consider the expanded use of both ServiceNow and 3CLogic to other service departments, including IT and Customer Support.
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