Managed services News
ServiceNow Partner Thirdera Launches CitizenKey Targeting Public Sector
Joseph F. Kovar
‘We’ve put something together on the ServiceNow platform to help small government entities to the federal government know they can bring the service up fast, improve their efficiency, be innovative, and ensure fast time to value,’ says Thirdera CEO Jason Wojahn.
ServiceNow channel partner Thirdera Wednesday unveiled CitizenKey, a new ServiceNow-certified solution targeting government organizations looking to streamline their service management tasks.
CitizenKey, which was designed in conjunction with 3CLogic, a developer of voice-enabled and cloud contact center technologies for customer relationship management and customer service management platforms, has already been approved by ServiceNow, said Thirdera CEO Jason Wojahn.
CitizenKey is aimed at helping government agencies provide persona-based services, Wojahn told CRN.
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“For example, if someone needs to change their driver’s license, they might do it via phone, or online, or walk-in,” he said. “Persona-based services lets that happen. CitizenKey is a public sector offering to help governments support everyone in their jurisdiction. Persona-based services is important to help them reach out to everyone.”
Governments often struggle to bring out comprehensive services, Wojahn said.
“We’ve put something together on the ServiceNow platform to help small government entities to the federal government know they can bring the service up fast, improve their efficiency, be innovative, and ensure fast time to value,” he said.
3CLogic offers technology that leverages voice, IVR (integrated voice response), intelligent routing, and CTI (computer telephony integration) to allow the streaming of workflows to live agents, Wojahn said. It also offers post analysis with sentient analytics after a call, he said.
CitizenKey, based in part on intellectual property developed by Thirdera, has been approved by ServiceNow, and is now packaged and extended to the 3CLogic space, he said.
In addition to providing CitizenKey to its own customers, Thirdera has a worldwide network of over 40 partners, including fellow ServiceNow channel partners or partners with adjacent businesses who may also take the new service to their customers, Wojahn said.
“ServiceNow is the ‘platform of platforms,’” he said. “We’re focused on helping partners in that ecosystem.”