Korber Transforms Global Contact Center Operations with 3CLogic

Contact center solution developer 3CLogic recently revealed Körber Business Area Pharma, a leading provider of Manufacturing Execution Systems (MES) pharmaceutical and biotech companies, is now utilizing 3CLogic’s contact center and voice solutions to improve customer support through the ServiceNow (News - Alert)® platform.

Although customers have a variety of options when attempting to connect with customer support, the vast majority of interactions use voice support. In fact, a 2021 market report from Contact Babel estimates roughly 75% of inbound call center interactions through 2024 will take place through voice channels. Because of this reality, contact center agents need additional support.

Körber turned to 3CLogic (News - Alert) to incorporate the company’s voice self-service solution, as well as other advanced enhancements to provide global customers with impeccable service without solely relying on human agents.

“The 3CLogic product inspired us to think out of the box when it comes to call flows and interactions with our Customer Service Management (CSM) workflows in ServiceNow,” explains Marcus Schulz, Head of Application Support Software at Körber Business Area Pharma. “Our global Application Support Team will only have to work in one workspace in the future with all relevant information at hand regardless of which channel our customers are using to get in touch with us."

Notable enhancements Körber Business Area Pharma can now utilize include:

• ServiceNow Integrated Call Routing – agents can use stored case data to accurately identify callers for personalized service, and route calls to available/qualified agents to resolve specific matters.
• Automatic Call Prioritization – customers who pay for premium maintenance will automatically be identified and transferred to live agents for immediate service.
• Escalation Management – If a customer is unable to reach an agent for an urgent situation, inquiries can be automatically transcribed,with the help of Natural Language Processing, and sent to supervisors.
• ServiceNow Integrated Reporting/Dashboarding – contact center operations can use call analytics to create detailed reports to provide management with new insights, and to continuously improve service.

Edited by Maurice Nagle