3CLogic has announced that a major European airport and travel retail group has chosen its platform to centralize its operations and customer interactions and address the increasingly complex needs of passengers and internal clients.
"Our joint offering with ServiceNow continues to be adopted by global enterprises seeking to connect back-office workflows with front-office operations to streamline customer engagements. Organizations are hungry to simplify their technology stack, avoid acquiring duplicative capabilities across products, and maximize current and future investments made in case management platforms such as ServiceNow. The ultimate result is an end-to-end customer experience solution that delivers on its promise of better outcomes for less," explains Matt Durkin, SVP of Sales at 3CLogic.
The airport group, which oversees a variety of services such as car parks, executive lounges, ticketing, support, and airline staff, sought a contact center solution to enhance its case management workflows, recently implemented through ServiceNow's Customer Service Management (CSM) product. The group was particularly focused on reducing manual processes with automation and AI, improving data capture, and enhancing analytics. This modern platform promises to deliver greater operational efficiency and flexibility.
The deployment will see the airport and travel group leveraging several of 3CLogic’s ServiceNow-specific features, such as two-way SMS messaging, an omnichannel agent workspace, task automation for agents, integrated text-to-speech, intelligent call routing, automated surveys, and consolidated contact center KPIs.
Combined with ServiceNow's Performance Analytics, these capabilities will provide optimized insights and operational improvements. This announcement coincides with 3CLogic’s increased investment in the European market to cater to the growing demand for their solutions.
At the beginning of the year, 3CLogic integrated its Voice AI, Contact Center, and SMS platform with Medallia to provide an enhanced customer experience by incorporating advanced emotion and conversational AI capabilities for 3CLogic's expanding international customer base.
