By embedding Voice AI self-service, contact centre tools, and video collaboration into ServiceNow, 3CLogic and ScreenMeet help IT and CX leaders resolve issues faster, reduce frustration, and boost satisfaction.
3CLogic and ScreenMeet have announced the expansion of their strategic partnership. The collaboration between both ServiceNow-certified Build partners will focus on delivering unified Voice AI and Video experiences across IT, HR, and Customer Support for enterprises leveraging the Now Platform.
By embedding Voice AI self-service, contact centre capabilities, and video collaboration into the ServiceNow platform, 3CLogic and ScreenMeet empower IT Support Managers, Contact Centre Directors and Customer Experience leaders to resolve incidents faster, reduce frustration, and drive higher satisfaction.
“Our customers demand a single pane of glass for all support interactions,” said Denis Seynhaeve, CEO of 3CLogic.
“By pairing our Voice AI and Contact Centre platform with ScreenMeet’s video collaboration, we’re turning ServiceNow into the ultimate support hub—helping enterprises delight customers and slash resolution times.”
Key Benefits:
- 3CLogic and ScreenMeet together turn ServiceNow into an end‑to‑end support hub by embedding Voice AI bots, self‑service automation, and advanced IVR routing alongside in‑context video, co‑browsing, and screen‑share.
Routine inquiries are handled by AI with seamless hand‑offs to live agents routed to the right skill group, while ScreenMeet’s video tools let agents see exactly what users see, whether troubleshooting a POS failure or guiding through software setup.
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- Both 3CLogic and ScreenMeet integrate with ServiceNow, leveraging the platform’s AI capabilities and existing digital channels. This ensures that voice- and video-driven interactions automatically trigger ServiceNow tasks, updates, and analytics – delivering end-to-end traceability and insight.
- By combining 3CLogic’s automated call recordings, real‑time call transcriptions, and GenAI‑powered call summarisations – each auto‑associated with the correct ServiceNow record – with ScreenMeet’s AI summarisation of video chat and screen‑share sessions.
Together, 3CLogic and ScreenMeet populate agent work notes and update record (e.g., Incident, Case, etc.) histories automatically, freeing support teams to focus on complex issues rather than manual documentation.
- 3CLogic feeds real‑time contact-centre metrics – call volumes, queue health, sentiment scores – directly into ServiceNow dashboards, while ScreenMeet captures and stores session data, system info, recordings, and AI‑generated summaries in‑platform.
This unified data model delivers consolidated wallboards and reports, giving managers a holistic view of voice and video interactions and actionable insights to continuously refine workflows and drive performance.
“By using 3CLogic and ScreenMeet together, we look forward to seamlessly routing every support request into a single, unified flow, instantly connecting customers with agents and launching live video sessions without any channel hopping,” said Chris Antonelli, EVP at Solugenix.
“The joint solution lets our team see exactly what the customer sees, guide them step by step, and resolve issues faster – all within ServiceNow for a truly effortless support experience.”
“Video chat dramatically shrinks the time to resolution,” said Lou Guercia, COO of ScreenMeet. “When an agent can see the exact device, screen, or environment, they eliminate lengthy back-and-forth. Together with 3CLogic on ServiceNow, we deliver a unified experience that’s fast, efficient, and secure.”
Enterprise organisations running ServiceNow IT Service Management, CRM and Industry Workflows, or Employee Service Centre can engage their ServiceNow account teams.
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