3CLogic Integrates with ServiceNow's Madrid Release

3CLogic, a provider of cloud contact center software, has introduced a new integration with ServiceNow.

The new enhancements complement ServiceNow's latest Madrid release and agent workspace, for both its customer service (CSM) and IT service management (ITSM) products, creating a fully omnichannel solution. The release seamlessly embeds voice and SMS channels with ServiceNow digital workflows (i.e., email and chat), while integrating with ServiceNow's new Advanced Workflow Assignment (AWA) engine.

The new 3CLogic offering is designed to help organizations manage customer engagements across both digital and voice workflows, while enabling the modern super agent to access relevant customer data, all from one unified agent and administrative platform within ServiceNow.

"The key to customer care in the foreseeable future will be in an organization's ability to balance customer engagement channels (email, voice, chat) and AI-enabled tools properly. While AI and self-service will continue to play a growing role, the human touch and how well companies empower their agents with the right tools and technology across channels will still remain a differentiating factor," said Denis Seynhaeve, CEO at 3CLogic, in a statement.