3CLogic Integrates with ServiceNow

3CLogic, a provider of cloud communication, has created a computer-telephony integration (CTI) for ServiceNow. The update comes shortly after ServiceNow's latest venture into the customer service space, complementing its new Customer Service management (CSM) platform with intelligent and deeply integrated telephony services.

"With ServiceNow's latest entry into service management, we aim to provide a seamlessly integrated communications platform to help automate workflows, facilitate customer interactions, and enhance the overall effectiveness of enterprise employees," said Denis Seynhaeve, CEO of 3CLogic, in a statement.

Using ServiceNow's new OpenFrame architecture, the end-to-end and multichannel solution will provide a diverse set of features and functionality via APIs, including the following:

  • A browser-based user interface and CTI for inbound, outbound, or blended call requirements;
  • Intelligent routing of calls using ServiceNow data and objects;
  • Skills-based routing using ServiceNow's Matching Rules and logic;
  • Automated rep screen-pop for incidents, cases, or contacts;
  • Call and screen recordings embedded within ServiceNow platform;
  • Real-time agent monitoring and quality management tools; and
  • Integrated call reporting within ServiceNow's reporting framework.

3CLogic's cloud communication solution is now certified in ServiceNow’s Calgary, Fuji, and Geneva releases.