Case Study: Denny's improves IT support speed and visibility with 3CLogic AI-powered CCaaS for ServiceNow

Denny's improves IT service speed and cuts costs with 3CLogic

Denny's, a major restaurant chain, faced challenges with disjointed IT support systems. Their contact center operated in a silo from their ServiceNow ITSM platform, forcing agents to swivel-chair between systems. This led to slow service, long wait times, and a lack of self-service options. To address this, they turned to vendor 3CLogic for its AI-powered Contact Center as a Service (CCaaS) solution built for ServiceNow.

3CLogic implemented its integrated CCaaS platform, which streamlined workflows and provided a unified agent workspace within ServiceNow. The solution included dynamic IVR call flows, AI-powered speech analytics, and comprehensive reporting. As a result, Denny's achieved quicker service through improved call deflection, optimized agent performance with AI-powered insights, and gained streamlined reporting. This enhanced efficiency and productivity while decreasing operational costs for the IT service desk.

Denny's