SalesTech Star

Top U.S. Public Accounting Firm Selects 3CLogic Cloud Contact Center Platform to Modernize Customer Experience

Leading Cloud Provider Helps Enterprise Improve Support Services with Deep Agent Reporting Insights While integrating with ServiceNow Platform

3CLogic, a leading provider of cloud contact center software, today announced that it has been selected to deploy an enterprise-level, hybrid cloud contact center solution for one of the largest public accounting, consulting, and technology firms in the United States.

Seeking to improve agent efficiency and the overall customer experience while automating administrative tasks, the firm required a unified communication offering to merge its existing CRM and telephony system. Leveraging 3CLogic’s native integration with the company’s ServiceNow®ITSM platform, the organization will gain deep visibility into what drives agent activities, while enhancing data entry and accuracy.

Read More: Decoding The Current State of SDR Automation Platform Powered by AI

Deploying as a hybrid cloud solution, 3CLogic will utilize the firm’s existing AudioCodes’ session border controller (SBC) telephony infrastructure while adding enhanced flexibility and control to day-to-day call center operations without the need to “rip and replace” existing legacy systems.

Read More: Why Delivering ABM-Focused Conversations at Scale to Your Customers Matters in the Buying Process

The initiative is part of an ongoing effort to consolidate multiple Level 1 and Level 2 support groups that will serve as an internal helpdesk to company employees while also addressing external customer support issues and potential future HR use cases.

“A growing trend reveals a movement among enterprise companies seeking to break down siloed customer engagement applications, mainly through integrating CRM capabilities with contact centers,” says Vikas Nehru, CTO and senior vice president of Engineering, 3CLogic. “This firm is no different, and is one of many approaching 3CLogic for similar native integrations.”

Brought to you by
For Sales, write to: contact@martechseries.com
Copyright © 2024- SalesTechStar. All Rights Reserved. Website Design:SalesTechStar | Privacy Policy
To repurpose or use any of the content or material on this and our sister sites, explicit written permission needs to be sought.