Agile Digital Transformation

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Agile Digital Transformation Authors: Liz McMillan, Pat Romanski, Jason Bloomberg, Elizabeth White, William Schmarzo

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3CLogic: Connecting Voice to Business Processes

An Intellyx Brain Candy Brief

While these days it may seem that everything is going ‘digital,’ the reality is that a lot of the communication that takes place between an organization and its customers (and employees and partners) still happens via voice calls. These phone-based interactions, however, remain disconnected from the otherwise digitally-enabled business processes of which they are an essential element.

3CLogic provides an integrated, cloud-based communications platform that it believes solves this problem. The company’s platform integrates directly with business process platforms and Customer Relationship Management (CRM) platforms such as ServiceNow, Salesforce, and Microsoft Dynamics, and enables organizations to connect their voice interactions with their business processes. These integrations enable everything from simple screenpops and outbound dialing capabilities, to automated activity posting with recording access.

Moreover, the company also provides what it calls voice-to-action capabilities. In addition to providing traditional analytics based on call metadata, the company also converts voice calls into text-based transcripts and then uses natural language processing (NLP) to analyze calls for sentiment, competitive identification and other relevant information that can lead to better customer engagement and a better understanding of the nature of customer interactions.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, ServiceNow is an Intellyx client and Microsoft is a former Intellyx client. None of the other organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at [email protected].

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More Stories By Jason Bloomberg

Jason Bloomberg is a leading IT industry analyst, Forbes contributor, keynote speaker, and globally recognized expert on multiple disruptive trends in enterprise technology and digital transformation. He is ranked #5 on Onalytica’s list of top Digital Transformation influencers for 2018 and #15 on Jax’s list of top DevOps influencers for 2017, the only person to appear on both lists.

As founder and president of Agile Digital Transformation analyst firm Intellyx, he advises, writes, and speaks on a diverse set of topics, including digital transformation, artificial intelligence, cloud computing, devops, big data/analytics, cybersecurity, blockchain/bitcoin/cryptocurrency, no-code/low-code platforms and tools, organizational transformation, internet of things, enterprise architecture, SD-WAN/SDX, mainframes, hybrid IT, and legacy transformation, among other topics.

Mr. Bloomberg’s articles in Forbes are often viewed by more than 100,000 readers. During his career, he has published over 1,200 articles (over 200 for Forbes alone), spoken at over 400 conferences and webinars, and he has been quoted in the press and blogosphere over 2,000 times.

Mr. Bloomberg is the author or coauthor of four books: The Agile Architecture Revolution (Wiley, 2013), Service Orient or Be Doomed! How Service Orientation Will Change Your Business (Wiley, 2006), XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996). His next book, Agile Digital Transformation, is due within the next year.

At SOA-focused industry analyst firm ZapThink from 2001 to 2013, Mr. Bloomberg created and delivered the Licensed ZapThink Architect (LZA) Service-Oriented Architecture (SOA) course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, which was acquired by Dovel Technologies in 2011.

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting), and several software and web development positions.