Enhancing IT Service Desk Operations: 3CLogic Powers Global Hospitality Leader's ServiceNow Transformation
In a significant move towards modernization, a leading global hospitality organization has adopted 3CLogic's AI-powered contact center solution. Designed specifically to integrate seamlessly with the popular ServiceNow platform, this decision marks a pivotal step in the company's journey to centralize its operations, improve service delivery, and ultimately enhance the experiences provided to its workforce worldwide.
Historically, the hospitality brand had relied heavily on a traditional on-premise contact center system. This older approach resulted in numerous challenges, including data silos, limited visibility into operational processes, and inefficient workflows for agents. By transitioning to 3CLogic, the organization aims to unify its communication channels and provide its staff with a more streamlined and effective service experience.
One of the standout features of 3CLogic is its ability to offer an integrated omnichannel experience. This means that voice, digital channels, AI functionality, and workflows will be combined within ServiceNow's IT Service Management (ITSM) workspace, which is powered by a single data model. As a result, the organization anticipates the automation of manual tasks to reduce workload and enhance operational visibility through AI-driven insights and feedback mechanisms.
Guillaume Seynhaeve, ServiceNow Practice Lead at 3CLogic, emphasizes the importance of balancing AI with the human element in service delivery. He points out that even major research firms like Gartner predict that by 2027, many organizations looking to replace service staff with AI agents will rethink their strategies, opting to incorporate human agents into their operations instead. The synergy created between 3CLogic and ServiceNow allows businesses to automate routine tasks while still empowering agents to access real-time insights that can dramatically improve service speed and personalization.
Notably, the hospitality organization will gain access to modern features that were inconceivable with their legacy system. With capabilities like automated ServiceNow Incident creation, voicemail transcriptions, and GenAI call summaries, agent productivity and speed of service are expected to undergo substantial improvement. Moreover, supervisors will benefit from advanced AI tools, including real-time sentiment analysis and speech analytics, which will help in performance tracking and coaching agents effectively.
As 3CLogic continues to meet the rising demand for its Voice AI and Contact Center solutions tailored for ServiceNow, the company is set to participate in several ServiceNow AI Summits and World Forum events across the Americas and Europe. During these events, they will showcase the latest platform capabilities and innovations to attendees. For further inquiries, they can be reached through [email protected]
The introduction of 3CLogic's solutions to the hospitality leader signifies a broader trend where organizations are increasingly embracing AI technology and cloud solutions to enhance their operational frameworks. With its commitment to transforming customer and employee experiences, 3CLogic offers a portfolio of innovative capabilities designed to lower operational costs while maximizing ROI. As the dynamics of the service industry continue to evolve, companies will need to remain adaptable and leverage technologies that drive optimal customer service outcomes.
In conclusion, the adoption of 3CLogic’s AI-powered solutions illustrates the hospitality sector's dedication to modernization and operational excellence. As these technologies continue to evolve, they open new avenues for businesses to deliver faster, more effective, and personalized services to their customers and employees alike.
For additional information about 3CLogic and its suite of services tailored for today's leading Customer Relationship Management (CRM) and Customer Service Management platforms, please visit www.3clogic.com.
Historically, the hospitality brand had relied heavily on a traditional on-premise contact center system. This older approach resulted in numerous challenges, including data silos, limited visibility into operational processes, and inefficient workflows for agents. By transitioning to 3CLogic, the organization aims to unify its communication channels and provide its staff with a more streamlined and effective service experience.
One of the standout features of 3CLogic is its ability to offer an integrated omnichannel experience. This means that voice, digital channels, AI functionality, and workflows will be combined within ServiceNow's IT Service Management (ITSM) workspace, which is powered by a single data model. As a result, the organization anticipates the automation of manual tasks to reduce workload and enhance operational visibility through AI-driven insights and feedback mechanisms.
Guillaume Seynhaeve, ServiceNow Practice Lead at 3CLogic, emphasizes the importance of balancing AI with the human element in service delivery. He points out that even major research firms like Gartner predict that by 2027, many organizations looking to replace service staff with AI agents will rethink their strategies, opting to incorporate human agents into their operations instead. The synergy created between 3CLogic and ServiceNow allows businesses to automate routine tasks while still empowering agents to access real-time insights that can dramatically improve service speed and personalization.
Notably, the hospitality organization will gain access to modern features that were inconceivable with their legacy system. With capabilities like automated ServiceNow Incident creation, voicemail transcriptions, and GenAI call summaries, agent productivity and speed of service are expected to undergo substantial improvement. Moreover, supervisors will benefit from advanced AI tools, including real-time sentiment analysis and speech analytics, which will help in performance tracking and coaching agents effectively.
As 3CLogic continues to meet the rising demand for its Voice AI and Contact Center solutions tailored for ServiceNow, the company is set to participate in several ServiceNow AI Summits and World Forum events across the Americas and Europe. During these events, they will showcase the latest platform capabilities and innovations to attendees. For further inquiries, they can be reached through [email protected]
The introduction of 3CLogic's solutions to the hospitality leader signifies a broader trend where organizations are increasingly embracing AI technology and cloud solutions to enhance their operational frameworks. With its commitment to transforming customer and employee experiences, 3CLogic offers a portfolio of innovative capabilities designed to lower operational costs while maximizing ROI. As the dynamics of the service industry continue to evolve, companies will need to remain adaptable and leverage technologies that drive optimal customer service outcomes.
In conclusion, the adoption of 3CLogic’s AI-powered solutions illustrates the hospitality sector's dedication to modernization and operational excellence. As these technologies continue to evolve, they open new avenues for businesses to deliver faster, more effective, and personalized services to their customers and employees alike.
For additional information about 3CLogic and its suite of services tailored for today's leading Customer Relationship Management (CRM) and Customer Service Management platforms, please visit www.3clogic.com.
Topics Business Technology）
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