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Denny’s Replaces On-Premise Contact Center Solution with 3CLogic

“America’s Diner” deploys ServiceNow-centric voice solution to deliver faster IT and HR employee services through self-service, intelligent customer journeys, and AI-powered analytics.

3CLogic, the leading voice-enabling and cloud contact center solution for ServiceNow, announced the recent selection of its platform by Denny’s, franchisor and operator of one of America’s largest franchised full-service restaurant chains. The latest technology partnership will support Denny’s IT Technical Services, Guest Services, and Human Resources operations to its more than 3,000 employees and over 1,600 locations.

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Dennys, “America’s Diner”, deploys @3CLogic’s ServiceNow-centric voice solution to deliver faster IT and HR employee services through self-service, intelligent customer journeys, and AI-powered analytics.

Leveraging ServiceNow® IT Service Management (ITSM) to manage employee incidents and HR requests, the organization needed an intelligent voice solution capable of complementing its existing use of ServiceNow’s digital channels (i.e.: email, chat, etc.) and workflows to allow for a consistent omnichannel employee experience. Denny’s also required more advanced ServiceNow-integrated reporting capabilities to reduce the level of manual effort needed to generate real-time insights into the health of its contact center operations and employee interactions.

“As a current ServiceNow customer, Denny’s chose 3CLogic because of their seamless integration with ServiceNow,” explains Joey Fowler, Senior IT Director – Technical Services. “The seamless integration allows our employees to work within a single platform, saving valuable time and cost via call deflection, automation of incident creation, and simplification of call reporting and analytics.”

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As the new workforce environment continues to evolve, organizations are increasingly investing in technology to optimize employee experiences while delivering greater operational efficiencies across the customer service supply chain. Per a recent IDC report1, 60% of Global 2000 businesses will deploy AI and ML-enabled platforms to support the entire employee life-cycle experience from onboarding through retirement.

“Providing the proper level of support to your employees is crucial”, explains Matt Durkin, Global VP of Sales at 3CLogic. “Those enterprises who invest in optimizing for the employee experience quickly see a return in the form of improved employee performance, retention, and positive impact to the overall bottom line.”

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