CDW and 3CLogic®—Integrating Computer Telephony Integration (CTI) with ServiceNow™
CDW has an extensive background in customer service management with telephony integrations. Through our strategic partnership with 3CLogic, we have the depth of expertise and experience you need to simplify and automate your ability to offer high-quality customer engagements & support.
Benefits of Integration
- Streamline Customer Interactions
- Enhance Workflow Efficiency
- Optimize Resources
- Automate Manual Processes
- Increase Supervisor Visibility
- Enable Client Self-Service
- Leverage Existing Infrastructure
- Deliver Great Customer Service
- Increase Client Retention
How We Use CTI to Help You Ease the Challenges of Customer Service Management.
Aptris can help you manage all customer information and engagements from a single streamlined and multi-channel Computer Telephony Integration (CTI). No more hassle of toggling between screens or systems. We put everything you need at your fingertips.
Intelligently Manage Customer Inquiries
We can assist you in molding your platform to fit pre-existing ServiceNow workflows and matching rules to automatically route customers to the most qualified individual or allow for easy self-service.
Add a convenient click-to-call button within every ServiceNow customer record, case, or incident to mitigate the need for representatives to search for or manually dial a client’s contact information. We can make it simple, fast and efficient.
Automatic Record Keeping
We’ll help you establish automatic posting of all customer engagement details (call recording, screen recording, time/date, outcome, agent details, etc.) within ServiceNow records, incidents, or cases for more accurate records of each interaction for future reference.
Easily Monitor and Adjust
We can help you easily gauge the health of your customer service team with real-time dashboards and quality management tools, including barge-in, whisper, and silent monitoring.
Leverage Your Existing Infrastructure
Aptris can make use of any existing on-premise system (Cisco or Avaya) with 3CLogic’s hybrid cloud solution to leverage the security and reliability you already have scaling up the features and flexibility the cloud has to offer.