Customer Service Management

California-based ServiceNow has announced that it has signed an agreement to acquire Montreal-based Element AI. With the acquisition, ServiceNow will enhance its commitment to build the world’s most intelligent workflow platform, enabling employees to work smarter and faster, streamline business decisions, and unlock new levels of productivity. ServiceNow will create an AI Innovation Hub in Canada to accelerate customer-based AI innovation in the Now Platform. The acquisition has also proved the company’s commitment to…

3CLogic, the leading provider of voice-enabled solutions for ServiceNow, announced the selection of its Avaya Connector to provide an integrated agent experience with ServiceNow’s CSM offering by a large European institution specializing in transportation and real-estate development. The solution comes as the organization seeks to optimize the efficiency of its 500+ agents to address the immediate effects of this year’s COVID-19 pandemic while fulfilling longer-term growth initiatives. Marketing Technology News: Hootsuite…

Empowers organizations to optimize their customer service experiences, reduce churn and grow upsell, cross-sell opportunities in the moment Medallia, the global leader in experience management, announced Service Experience Quickstart for ServiceNow Customer Service Management (CSM) enabling companies to capture customer service experience feedback in real time and take intelligent action to optimize those experiences in-the-moment in ServiceNow CSM. The pre-configured solution can be up and running in days and empowers…

Leading Cloud Call Center platform partners with UK-based consulting firm specialized in customer service and digital transformation 3CLogic, a leading provider of cloud contact center solutions, announced its latest partnership with ServiceCX, a UK-based Customer Service Management organization that delivers exceptional customer service experiences. Marketing Technology News: Real Madrid CF And Legends Announce Groundbreaking Global Omnichannel Retail Program "At ServiceCX we are delighted to be entering into this…

ServiceNow’s CSM solutions reimagine the customer experience to empower agents and drive fierce customer loyalty ServiceNow, the company that makes work, work better for people, has been named a Leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center. ServiceNow was evaluated for its Customer Service Management (CSM) workflow product. The company improved its position on the ability to execute and completeness of vision axes compared to the previous year. With CSM, ServiceNow is the only…

Astound Provides AI-Based Decision Engine That Drives Enterprise Service Management Forward Astound, an enterprise software company applying machine learning and natural language processing to automate service and support, today announced its certified integration for the Now Platform®. The new Astound integration allows customers using ServiceNow® to interact conversationally with any app on the platform using natural language and automate the process of resolving routine service requests. Astound's decision engine …