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05/03/2022

Denny’s Replaces On-Premise Contact Center Solution with 3CLogic

Denny's deploys ServiceNow-centric voice solution to deliver IT and HR employee services through self-service, intelligent customer journeys and AI-powered analytics.
Anna Wolfe
Senior Editor - Restaurants
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Denny’s has implemented 3CLogic, a voice-enabling and cloud contact center solution for ServiceNow.

The latest technology partnership will support Denny’s IT Technical Services, Guest Services, and Human Resources operations to its more than 3,000 employees and over 1,600 locations.

Leveraging ServiceNow IT Service Management (ITSM) to manage employee incidents and HR requests, the full-service restaurant needed an intelligent voice solution capable of complementing its existing use of ServiceNow’s digital channels (i.e.: email, chat, etc.) and workflows to allow for a consistent omnichannel employee experience. Denny’s also required more advanced ServiceNow-integrated reporting capabilities to reduce the level of manual effort needed to generate real-time insights into the health of its contact center operations and employee interactions.

“As a current ServiceNow customer, Denny’s chose 3CLogic because of their seamless integration with ServiceNow,” explained Joey Fowler, Senior IT Director - Technical Services. “The seamless integration allows our employees to work within a single platform, saving valuable time and cost via call deflection, automation of incident creation, and simplification of call reporting and analytics.”

Integrations with other systems are driving POS purchase decisions for 86% of restaurants, according to HT's 2022 POS Software Trends Report

As the new workforce environment continues to evolve, organizations are increasingly investing in technology to optimize employee experiences while delivering greater operational efficiencies across the customer service supply chain. Per a recent IDC report, 60% of Global 2000 businesses will deploy AI and ML-enabled platforms to support the entire employee life-cycle experience from onboarding through retirement.

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