3CLogic and NewRocket Partnering to Innovate Contact Center Solutions for Financial Sector Using ServiceNow

Strategic Partnership Announcement

3CLogic, a pioneering contact center platform that utilizes AI specifically for the ServiceNow framework, has recently declared a significant alliance with NewRocket, a prominent ServiceNow Elite partner. This partnership marks a critical step in their mission to redefine customer interactions within the financial services domain.

Objectives of the Collaboration

The collaboration aims to fast-track digital transformation by merging advanced customer relationship management (CRM) with AI-enabled Contact Center as a Service (CCaaS) integrated with ServiceNow's Financial Services Operations (FSO) product line. As the landscape of customer service evolves, financial institutions are realizing the importance of enhancing their front-office functionalities; this partnership positions both companies to play a pivotal role in that evolution.

In today’s financial sector, voice communication remains a primary touchpoint for customer interaction. Recent data indicates that call volumes persistently rise, with approximately half of these calls related to repetitive, transactional inquiries. Through this partnership, financial institutions will be able to provide more seamless and intelligent service experiences by incorporating voice solutions directly into the ServiceNow framework, thus allowing prompt and efficient handling of common customer requests.

Enhancements to Customer Service

Michael Carter, NewRocket's Chief Revenue Officer, emphasized the critical role of contact centers in modernizing customer service strategies within financial institutions. He stated, "With our extensive experience in the ServiceNow ecosystem, we look forward to enhancing our clients' voice capabilities and subsequently improving overall efficiency and customer satisfaction."

3CLogic, as an Advanced Platform Build partner of ServiceNow, integrates various innovative features that include Voice AI aimed at self-service, real-time transcription, and unified agent dashboards, alongside Generative AI call summaries and AI-derived insights. These functionalities are tailored to help financial enterprises minimize call volumes while simultaneously reducing operational costs and maximizing customer satisfaction.

Addressing Common Challenges

The partnered solution will specifically handle frequent issues, such as password resets, address changes, and credit fraud reports, by automating responses and streamlining agent workflows. NewRocket stands as an authorized global reseller of 3CLogic's offerings, which means they will facilitate smoother implementation and deployment processes, aiding in faster conversion for clients and ensuring lasting success in their contact center and voice strategy.

Guillaume Seynhaeve, Senior Vice President of Alliances at 3CLogic, expressed his excitement regarding the expanded partnership, stating, "Our collaborative efforts underscore our mutual commitment to equipping financial institutions with smarter and more responsive customer service solutions powered by the Now Platform."

Upcoming Showcase

Both 3CLogic and NewRocket are set to showcase their unified capabilities during ServiceNow's annual Knowledge25 conference, highlighting how their integrated solutions can drive operational effectiveness and meet the evolving needs of the financial service industry.

For additional information about the partnership or details on 3CLogic's AI-powered voice solutions tailored for the ServiceNow platform, please visit the websites: 3CLogic and NewRocket.

Company Profiles

About 3CLogic

3CLogic specializes in transforming customer and employee experiences through innovative cloud contact center solutions that are crafted to enhance leading CRM and Customer Service Management platforms. Their blend of intelligent self-service tools coupled with AI technologies enables organizations to achieve better interactions, lower operating expenses, and improved returns on investments.

About NewRocket

As a full-service Elite partner of ServiceNow, NewRocket focuses on assisting enterprise leaders in overcoming complex business challenges and embracing change confidently. The aim is to go beyond conventional workflow solutions and to be recognized as a trusted service partner in the global marketplace. They have received multiple accolades for their contributions, including the “2024 ServiceNow Employee Workflow Partner of the Year.”