Leading provider of voice, SMS, and cloud contact center solutions expands its suite of offerings with new SAP Service Cloud integration
3CLogic the leading voice-enabling and cloud contact center solution for CRMs and customer service management platforms, announced its latest integration with SAP’s new intelligent Service Cloud. The release comes as 3CLogic continues its global success providing similar offerings for ServiceNow, Microsoft Dynamics, and Salesforce with rich multi-channel capabilities.
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“We are very excited to start this journey with SAP,” states Denis Seynhaeve, CEO at 3CLogic. “Our solution is designed to be an engagement layer deeply integrated with major CRM and customer service platforms. The strategy has proven to deliver superior ROI and CX outcomes compared to the traditionally separate omni-channel stack approach, as it enables enterprise organizations to consolidate their operations and customer experience workflows around their primary system of record.”
Per a 2022 Gartner study1, 74% of customers list a seamless customer journey across assisted and self-service channels as “important” or “very important”. This comes at a time when the majority expect organizations and respective agents to have access to all information relevant to their account and query across marketing, sales, and service regardless of the interaction channel selected.
As part of its SAP integration, the 3CLogic solution will include:
Integrated SAP Service Cloud Agent CTI – the ability for agents to manage voice or SMS interactions from SAP’s unified agent desktop with intelligent screen-pops, integrated click-to-call or click-to-SMS, and automated activity postings.
SAP Integrated Voice and SMS Automated Workflows – integrated text-to-speech, speech-to-text, natural language processing, one-way & two-way SMS, and dynamic SAP-integrated IVR call workflows to create and manage intelligent self-service customer experiences designed to deliver quick resolutions to common requests.
SAP Intelligent Call Routing – the ability to dynamically route customers to the most qualified customer service agent via phone or SMS based on SAP contextual data available across the entire business (ie: sales, procurement, support, etc.).
Integrated SAP Call Reporting and AI-powered Analytics – rich interaction data, including call transcripts and machine learning-based sentiment scoring, integrated with SAP to deliver quality assurance capabilities and insights at scale.
Flexible Enterprise Deployment Models – the ability to leverage existing on-premise legacy investments (ie: Cisco, Avaya, Genesys, etc.) with 3CLogic’s hybrid cloud deployment option or enjoy a complete cloud-hosted solution supported by a globally distributed cloud data-centers and telecommunication carriers.
“The new SAP Service Cloud is a perfect fit for us, and we look forward to extending to SAP customers the same benefits our existing global customers already enjoy,” expresses Denis.
