Real-World Case Studies and Customer Success Stories with 3CLogic Cloud Call Center

3CLogic integrated its cloud contact center with ServiceNow for Cleveland Clinic. The clinic faced siloed phone systems, slow reporting, and... trouble prioritizing urgent calls. With 3CLogic, first call resolution jumped from under 60% to over 86%. More than 20% of calls now use voice self-service. Monthly reporting time dropped by 98%. Patient and employee experiences improved with faster, more personalized service.
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3CLogic helped Wellstar Health save 250 staffing hours per month by integrating its cloud contact center with ServiceNow ITSM. The healthcare provider... saw a 55% reduction in agent wrap-up time and a 58% drop in agent idle time. Administrative escalation audits fell by 75%. Wellstar Health improved service desk efficiency and cut costs equal to 18 full-time employees. The solution also enhanced customer experience and reporting.
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3CLogic and ServiceNow helped a major healthcare provider cut average call wait times from 14 minutes to 44 seconds. The provider unified... its call center with an omnichannel workspace, reducing manual work and improving agent efficiency. Integration enabled faster, more personalized service for patients and physicians. Annual operating costs dropped by $2 million. The solution also improved reporting, analytics, and call deflection, boosting overall service quality.
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North Mississippi Health Services used 3CLogic’s CCaaS for ServiceNow ITSM to fix IT service desk inefficiencies. Before, agents had to... switch between systems, slowing service and causing frustration. With 3CLogic, they unified workflows and gained a single view of caller data. This cut call abandonment rates by 56%. Supervisors now use real-time metrics to train agents and optimize resources. The solution improved service speed, data security, and reporting for the healthcare provider.
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daa used 3CLogic’s AI Contact Center with ServiceNow to unify customer service at Dublin and Cork airports. Agents now access... all customer data in one place, speeding up resolution times. The new system cut manual work and improved first-call resolution. Customers get proactive updates and faster help. Centralized dashboards give leaders real-time insights. The airport team can update IVRs instantly, making service more agile.
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3CLogic’s Voice AI and Contact Center solutions helped Swiss Railways (SBB) cut average wait times by 70%. SBB integrated 3CLogic... with ServiceNow CSM, automating 90% of calls during rail disruptions. Agents now work from a single workspace, boosting productivity and reducing errors. SBB manages its contact center without third-party help, saving costs and speeding up innovation. Enhanced reporting gives SBB faster insights for better customer service.
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3CLogic helped the State of South Dakota Reemployment Assistance Program handle a surge in citizen calls during the pandemic. The team faced... challenges with remote work, siloed systems, and high call volumes. 3CLogic’s cloud call center and native ServiceNow integration enabled remote work, centralized citizen data, and faster service. Agents now access call recordings and caller data directly in ServiceNow. The program improved citizen support, reduced wait times, and gained more control over their contact center operations.
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3CLogic voice workflows helped the State of Delaware handle a 188% surge in call volume. The Division of Unemployment Insurance... integrated 3CLogic with ServiceNow to automate tasks and route calls smartly. This reduced inbound citizen call handle time by 83%. The team saved over 650 hours of manual work in six months. Call center capacity increased sixfold, improving citizen service quality.
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3CLogic’s voice solutions helped Solugenix cut 6,000 minutes of talk time per month. The company automated 20% of password reset... requests using SMS and reduced vendor escalation response time by 78%. Solugenix eliminated 45,000 emails in a year by integrating 3CLogic with ServiceNow. Agents now save 4 minutes per incident with automated workflows and intelligent call routing. Advanced reporting and analytics improved supervisor interventions and customer satisfaction.
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3CLogic helped Kyocera cut average call wait times by 50%. Kyocera replaced disconnected systems with 3CLogic’s AI-powered contact center integrated... with ServiceNow CSM. This unified platform improved reporting, reduced manual work, and enabled real-time updates for customers. Agents now access all caller data in one place, boosting productivity and customer satisfaction. Supervisors use automated call recording and transcription to optimize workflows and training.
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3CLogic’s AI-powered voice solution integrated with ServiceNow ITSM helped Cole, Scott & Kissane (CSK) cut IT service wait times by 92%. CSK unified voice... and digital workflows, ending manual ticketing and fragmented systems. Automatic ticket creation and intelligent call routing improved technician efficiency. Supervisors gained unified reporting and better performance visibility. CSK now supports more employees without increasing costs or headcount.
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Second Harvest Heartland used 3CLogic and ServiceNow to transform its call center. The team now returns calls 74% faster than... before. AI and automation help staff handle more calls and support more people. The new system lets agents answer in seven languages and manage thousands of calls each month. Agents can see caller history and use playbooks to help with complex applications. Leadership uses real-time dashboards to make data-driven decisions.
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Nissan used 3CLogic’s voice workflows with ServiceNow to improve HR operations. Before, employees faced long hold times and high call... abandonment rates. 3CLogic’s integration brought voice self-service, IVR, and AI analytics to their HR service desk. Nissan cut average call hold time by 82% and reduced call abandonment by 81%. The solution helped HR agents serve employees faster and made reporting easier.
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Denny's used 3CLogic's AI-powered contact center for ServiceNow to fix slow IT support and long wait times. Before, agents had... to switch between systems, which slowed service and made reporting hard. With 3CLogic, Denny's got a single workspace for voice and SMS, dynamic IVR, and AI-powered analytics. This made service faster, cut costs, and improved agent coaching. Supervisors now use real-time data to optimize workflows and boost restaurant efficiency.
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