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3CLogic to Provide Large Insurance Company with ServiceNow Cloud Contact Center

By Tracey E. Schelmetic May 01, 2024

Conversational AI and ServiceNow's contact center solutions provider 3CLogic has announced its selection by a global insurance provider to replace its existing contact center infrastructure as part of a larger customer experience (CX) transformation effort. The strategic decision was designed to complement the organization's use of ServiceNow's Financial Services Operations (FSO) offering leveraged across a number of its existing product lines including customer warranty claims, roadside assistance and home warranties.

ServiceNow provides a cloud-based, AI-driven platform for automating multiple management workflows in enterprises. The company specializes in IT service management, IT operations management and IT business management. 3CLogic’s contact center solution for ServiceNow leverages AI powered contact center capabilities from self-service to intelligent live agent voice workflows to enhance employee and customer experiences.

3CLogic works with a variety of technology and software companies to create native cloud contact center integrations for leading service platforms.

The unnamed insurance organization, which serves millions of customers worldwide with insurance and protective products, required a solution that would enhance its recent investment in the ServiceNow platform as it works to transform its end-to-end customer service operations. The deployment will incorporate several of 3CLogic's AI-powered capabilities purpose-built for ServiceNow, including Conversational AI, Speech Analytics, and AI Performance & Coaching, along with integrated call transcriptions, convenient two-way SMS, and ServiceNow-centralized contact center reporting.

"We continue to see enterprises eager to complement their existing investment in digital platforms, such as ServiceNow, with contact center features purpose-built to extend the workflows and features they already have and use," said Matt Durkin, Vice President of Global Sales at 3CLogic, in a statement. "It's no secret that organizations are already juggling too many systems, often with overlapping capabilities, which impacts ROI and operational efficiency. We're proud to offer an alternative approach that helps simplify the technology stack while optimizing the overall operational costs and outcomes."

Edited by Alex Passett
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