3CLogic and ServiceNow Expand Partnership to Unveil AI-Powered Unified Contact Center Solution to Transform Contact Center Operations
3CLogic and ServiceNow (NYSE: NOW) have expanded their partnership to launch an AI-powered unified contact center solution. The integration combines ServiceNow's CRM products with 3CLogic's Customer Experience platform, featuring native voice controls, intelligent routing, and real-time insights.
Key features include:
- Single agent experience with Native Voice Controls embedded in Customer Service Management Workspace
- Real-Time Transcription integration with AI-powered summaries and resolution notes
- Unified routing system for both digital and voice interactions
The solution aims to streamline self-service operations, reduce operational costs, and enhance agent efficiency. According to Flexential's VP of Service Support, the integration has significantly accelerated caller identification and authorization processes. The enhancements will roll out throughout 2025, starting in spring, with capabilities being showcased at ServiceNow's Knowledge 2025 event in Las Vegas this May.
3CLogic e ServiceNow (NYSE: NOW) hanno ampliato la loro partnership per lanciare una soluzione di contact center unificata potenziata dall'IA. L'integrazione combina i prodotti CRM di ServiceNow con la piattaforma Customer Experience di 3CLogic, che presenta controlli vocali nativi, instradamento intelligente e approfondimenti in tempo reale.
Le caratteristiche principali includono:
- Esperienza unica per l'agente con controlli vocali nativi integrati nello spazio di lavoro di gestione del servizio clienti
- Integrazione della trascrizione in tempo reale con riassunti e note di risoluzione potenziate dall'IA
- Sistema di instradamento unificato per interazioni digitali e vocali
La soluzione mira a semplificare le operazioni di self-service, ridurre i costi operativi e migliorare l'efficienza degli agenti. Secondo il VP di Service Support di Flexential, l'integrazione ha accelerato significativamente i processi di identificazione e autorizzazione dei chiamanti. I miglioramenti saranno implementati nel corso del 2025, a partire dalla primavera, con le funzionalità che saranno presentate all'evento Knowledge 2025 di ServiceNow a Las Vegas questo maggio.
3CLogic y ServiceNow (NYSE: NOW) han ampliado su asociación para lanzar una solución de centro de contacto unificado impulsada por IA. La integración combina los productos CRM de ServiceNow con la plataforma de Experiencia del Cliente de 3CLogic, que incluye controles de voz nativos, enrutamiento inteligente y análisis en tiempo real.
Las características clave incluyen:
- Experiencia única para el agente con controles de voz nativos integrados en el espacio de trabajo de gestión de servicios al cliente
- Integración de transcripción en tiempo real con resúmenes y notas de resolución impulsadas por IA
- Sistema de enrutamiento unificado para interacciones digitales y de voz
La solución tiene como objetivo simplificar las operaciones de autoservicio, reducir los costos operativos y mejorar la eficiencia de los agentes. Según el VP de Soporte de Servicio de Flexential, la integración ha acelerado significativamente los procesos de identificación y autorización de los llamantes. Las mejoras se implementarán a lo largo de 2025, comenzando en primavera, y las capacidades se mostrarán en el evento Knowledge 2025 de ServiceNow en Las Vegas este mayo.
3CLogic와 ServiceNow (NYSE: NOW)는 AI 기반의 통합 연락처 센터 솔루션을 출시하기 위해 파트너십을 확장했습니다. 이 통합은 ServiceNow의 CRM 제품과 3CLogic의 고객 경험 플랫폼을 결합하여, 네이티브 음성 제어, 지능형 라우팅 및 실시간 통찰력을 제공합니다.
주요 기능은 다음과 같습니다:
- 고객 서비스 관리 작업 공간에 내장된 네이티브 음성 제어를 통한 단일 에이전트 경험
- AI 기반 요약 및 해결 노트가 포함된 실시간 전사 통합
- 디지털 및 음성 상호작용을 위한 통합 라우팅 시스템
이 솔루션은 셀프 서비스 운영을 간소화하고 운영 비용을 줄이며 에이전트의 효율성을 향상시키는 것을 목표로 합니다. Flexential의 서비스 지원 부사장에 따르면, 이 통합은 발신자 식별 및 인증 프로세스를 크게 가속화했습니다. 개선 사항은 2025년 봄부터 시행될 예정이며, 5월 라스베이거스에서 열리는 ServiceNow의 Knowledge 2025 이벤트에서 기능이 시연될 것입니다.
3CLogic et ServiceNow (NYSE: NOW) ont élargi leur partenariat pour lancer une solution de centre de contact unifié alimentée par l'IA. L'intégration combine les produits CRM de ServiceNow avec la plateforme d'expérience client de 3CLogic, offrant des contrôles vocaux natifs, un routage intelligent et des analyses en temps réel.
Les principales caractéristiques incluent:
- Expérience unique pour l'agent avec des contrôles vocaux natifs intégrés dans l'espace de travail de gestion des services clients
- Intégration de transcription en temps réel avec des résumés et des notes de résolution alimentés par l'IA
- Système de routage unifié pour les interactions numériques et vocales
La solution vise à rationaliser les opérations d'auto-service, à réduire les coûts opérationnels et à améliorer l'efficacité des agents. Selon le VP du support de service de Flexential, l'intégration a considérablement accéléré les processus d'identification et d'autorisation des appelants. Les améliorations seront mises en œuvre tout au long de 2025, à partir du printemps, avec des fonctionnalités présentées lors de l'événement Knowledge 2025 de ServiceNow à Las Vegas en mai.
3CLogic und ServiceNow (NYSE: NOW) haben ihre Partnerschaft erweitert, um eine KI-gestützte, einheitliche Kontaktcenter-Lösung einzuführen. Die Integration kombiniert die CRM-Produkte von ServiceNow mit der Customer Experience-Plattform von 3CLogic und bietet native Sprachsteuerung, intelligente Weiterleitung und Echtzeiteinblicke.
Wichtige Funktionen sind:
- Einheitliche Agentenerfahrung mit integrierter nativer Sprachsteuerung im Customer Service Management Workspace
- Echtzeit-Transkriptionsintegration mit KI-gestützten Zusammenfassungen und Lösungshinweisen
- Vereinheitlichtes Weiterleitungssystem für digitale und sprachliche Interaktionen
Die Lösung zielt darauf ab, Self-Service-Operationen zu optimieren, die Betriebskosten zu senken und die Effizienz der Agenten zu steigern. Laut dem VP für Service Support von Flexential hat die Integration die Identifikations- und Autorisierungsprozesse von Anrufern erheblich beschleunigt. Die Verbesserungen werden im Laufe des Jahres 2025 umgesetzt, beginnend im Frühjahr, wobei die Funktionen im Mai auf der Knowledge 2025-Veranstaltung von ServiceNow in Las Vegas vorgestellt werden.
- Integration streamlines operations by combining voice and digital channels into a single platform
- AI-powered features reduce call wrap-up times and average handling times
- Unified routing system decreases costs by eliminating duplicate routing rules
- Real-time transcription and AI insights improve operational efficiency
- None.
Insights
The expanded 3CLogic partnership represents a significant architectural advancement in ServiceNow's contact center capabilities. By embedding Native Voice Controls directly into the CSM Configurable Workspace rather than using a floating CTI frame, ServiceNow creates a truly unified agent experience - a critical differentiator in the fragmented contact center market.
The integration of real-time transcription with ServiceNow's AI capabilities addresses one of contact centers' most persistent efficiency challenges: documentation overhead and lengthy wrap-up times. This capability alone could drive measurable productivity improvements, as agents can focus entirely on customer interactions while the system handles documentation automatically.
Most technically impressive is the channel-agnostic interaction manager that enhances ServiceNow's routing capabilities. This eliminates the common technical challenge of maintaining duplicate routing rules across disconnected systems - a significant source of IT complexity and operational errors in traditional contact center environments.
The Flexential testimonial validates that these aren't theoretical benefits - their accelerated caller identification process demonstrates tangible efficiency gains from the integration. For ServiceNow customers, this represents a path to consolidate contact center functions within their existing platform investment rather than managing disparate systems, creating both operational and financial advantages while strengthening ServiceNow's platform stickiness.
This partnership expansion strategically bolsters ServiceNow's position in the high-value customer experience market without requiring capital expenditure on an acquisition. By enhancing their CRM offerings with specialized contact center capabilities, ServiceNow can potentially increase wallet share from existing enterprise customers while creating new competitive differentiation.
The solution's focus on operational cost reduction through workflow automation and AI-powered insights aligns perfectly with current enterprise priorities. Companies are seeking efficiency gains and cost control while simultaneously improving customer experience - a challenging balance this integration specifically addresses.
The phased rollout approach throughout 2025 suggests this won't create an immediate revenue spike but will contribute to ServiceNow's platform growth strategy and potentially accelerate expansion revenue within existing accounts. The partnership also reinforces ServiceNow's strategic positioning as an AI-powered business transformation platform rather than merely an IT service management tool.
For investors, this represents continued execution on ServiceNow's platform extension strategy. By addressing the critical intersection between customer service technology and operational efficiency, ServiceNow strengthens its enterprise value proposition in a competitive market. While financial terms weren't disclosed, partnership integrations like this typically drive incremental platform adoption and usage, supporting ServiceNow's growth narrative without significant margin impact.
3CLogic Unveils Groundbreaking Integration with ServiceNow to Transform Voice-Driven Self-Service, Enhancing Employee and Customer Experience, Boosting Efficiency, and Reducing Operational Costs
"These AI-powered solutions help businesses struggling with disconnected CRM and CCaaS systems. By embedding native voice controls, intelligent routing, and real-time insights directly into ServiceNow, we're delivering a seamless, scalable customer contact center experience," said Terence Chesire, VP of Product Management for CRM and Industry Workflows at ServiceNow. "This unified approach enhances both self-service and agent-assisted interactions—helping to drive efficiency, reduce costs, and improve service quality at every touchpoint. Always with a focus on delivering customers' requests."
Transforming Contact Center Operations with AI
In today's fast-paced business environment, organizations demand more efficient and effective ways to engage with customers and employees. The new solution from ServiceNow and 3CLogic delivers an innovative approach to contact center management with key features designed to increase productivity and enhance service quality.
Single Agent Experience Across All Channels
The latest 3CLogic integration will include the use of ServiceNow's newest Native Voice Controls directly embedded in the Customer Service Management (CSM) Configurable Workspace, whereby agents will be able to manage voice interactions alongside digital cases from a single platform. The approach will replace the previous floating Computer Telephony Integration (CTI) frame to extend a more streamlined agent experience while delivering immediate context on the caller, relevant data, and actionable guidance—all in one view.
Real-Time Transcription and AI-Powered Insights
3CLogic's Real-Time Transcription (RTT) will seamlessly integrate into ServiceNow's configurable agent workspace, allowing agents to focus entirely on customer issues without the need to take notes. With ServiceNow's AI capabilities, transcriptions can automatically be transformed into summaries and resolution notes, reducing lengthy call wrap-up processes and average handling times. The integration will also provide managers with critical insights into service trends, enabling better decision-making around training and operational improvements.
Unified Routing for Seamless Interactions
3CLogic's intelligent, channel-agnostic interaction manager will enhance ServiceNow's routing capabilities by helping ensure that all customer inquiries—whether digital or voice—are routed to the right agent based on ServiceNow context and date. The universal routing solution will help reduce the effort of maintaining duplicate routing rules and agent skills, resulting in fewer misdirected cases, enabling faster response times, and allowing users to lower costs while improving both agent productivity and customer satisfaction.
"Thanks to the integration of 3CLogic and ServiceNow, our caller identification and authorization process is now significantly faster, saving valuable time on every call compared to our previous system. This streamlined approach not only accelerates the call initiation process but also significantly enhances the overall customer experience and operational efficiency," said Kurt Mosley, VP of Service Support at Flexential. "We are excited about the continued growth of the 3CLogic and ServiceNow partnership and look forward to further integrations that will drive business success, boost productivity for our teams, and strengthen long-term customer loyalty."
Streamlining Operations and Driving Business Impact
The new AI-powered solution allows for improved agent performance and substantial cost savings by automating processes and optimizing workflows. Businesses can improve first contact resolution rates, reduce customer effort, and resolve cases faster—all key drivers of customer satisfaction. The various enhancements are expected to roll out throughout the year starting this spring.
3CLogic is a ServiceNow certified Technology and Advanced Platform Build partner with offerings available for ServiceNow's IT Service Management, CRM and Industry Workflows, and HR Service Delivery solutions. The organization will be unveiling its latest set of capabilities at ServiceNow's annual Knowledge 2025 event this May in Las Vegas.
For more information, visit 3CLogic.com.
About 3CLogic
3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Management platforms. Globally available and leveraged by the world's leading brands, its offerings empower enterprise organizations with innovative capabilities, such as intelligent self-service, Generative AI, Conversational AI, agent automation & coaching, and AI-powered sentiment analytics — all designed to lower operational costs, maximize ROI, and deliver better, faster, and more personalized interactions for IT, employee, and customer service. For more information, please visit www.3clogic.com.
About ServiceNow
ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
This release contains "forward‑looking statements" regarding our future plans and performance. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make.
Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) delays and unexpected difficulties and expenses in executing the partnership or delivering the product capabilities and offerings, (ii) changes in the regulatory landscape related to AI and (iii) uncertainty as to whether sales will justify the investments in the product capabilities and offerings. Further information on factors that could affect ServiceNow's financial and other results is included in the filings ServiceNow makes with the Securities and Exchange Commission from time to time.
We undertake no obligation, and do not intend, to update these forward‑looking statements.
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SOURCE 3CLogic
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