3CLogic has integrated its voice and SMS features into ServiceNow’s Healthcare and Life Sciences Service Management offering.
The integration enables health and life sciences organisations to eliminate the need for channel- and platform-switching while reducing manual work through automation and self-service.
By doing so, patient care administrators can change the dynamic of patient call experiences without relying on IT resources.
They can also harness integrated reporting and AI sentiment scoring to attain richer analytics, all within the ServiceNow platform.
Denis Seynhaeve, CEO at 3CLogic, said:
Voice continues to be the primary and preferred method of communication today. While digital channels, such as chat or chatbots, are effective at deflecting simple requests, voice remains the better suited channel for handling the types of complex, sensitive and urgent inquiries typical of the healthcare industry.
"Our goal is to improve the patient experience by extending the ServiceNow platform and workflows to guarantee the same level of service and care when someone calls as would be the case if they simply sent an email or a chat."
Being part of the ServiceNow integration, the 3CLogic solution now includes:
- Integrated ServiceNow Agent CTI and Omnichannel experience – Agents can now manage both digital and voice interactions with patients or practitioners seamlessly from ServiceNow’s Agent Workspace through presence-based channel routing, intelligent screen-pop, integrated click-to-call or click-to-SMS, and automated activity postings.
- ServiceNow Voice and SMS Self-Service – integrated text-to-speech, speech-to-text, NLP, one-way and two-way SMS, and dynamic IVR call workflows enable intelligent self-service experiences, so patients can easily resolve common queries.
- Intelligent Patient Call Routing – Patients can easily reach the most qualified live healthcare agent via phone or SMS.
- ServiceNow Integrated Reporting and AI-powered Analytics – The feature delivers rich interaction data, call transcripts, and machine learning-based sentiment scoring. This gives a complete overview of any healthcare operations.
3CLogic has previously integrated with other ServiceNow offerings, such as IT Service Management, Customer Service Management, and HR Service Delivery, providing customers with workflows for improved customer support operations.
