- 3CLogic and ServiceNow (NOW, Financial) expand their partnership to launch an AI-powered unified contact center solution.
- Key features include Native Voice Controls, Real-Time Transcription, and unified routing for digital and voice interactions.
- The enhancements will be rolled out throughout 2025, starting in the spring.
3CLogic and ServiceNow (NOW) have announced an expansion of their partnership to launch an innovative AI-powered contact center solution designed to transform both employee and customer experiences. This integration effectively combines the strengths of ServiceNow's Customer Relationship Management (CRM) products with 3CLogic’s advanced Customer Experience platform. The solution seeks to improve contact center operations by streamlining self-service interactions, cutting operational costs, and enhancing agent efficiency.
The new offering incorporates several pivotal features, including Native Voice Controls, which are directly embedded within ServiceNow’s Customer Service Management (CSM) Workspace. This integration enables agents to seamlessly manage both voice and digital interactions from a single platform, thereby eliminating the need for a dual interface. Furthermore, Real-Time Transcription integrates smoothly with ServiceNow's AI capabilities to auto-generate summaries and resolution notes, thereby reducing the time agents spend on call wrap-up processes.
The unified routing capability ensures that all customer inquiries—whether digital or voice—are efficiently directed to the appropriate agent, minimizing misdirected calls and improving response times. These features collectively contribute to lower operational costs and improved service quality, addressing key efficiency challenges faced by contact centers.
Backed by a testimonial from Flexential's VP of Service Support, Kurt Mosley, the new integration is recognized for significantly accelerating caller identification and authorization processes. The enhancements will be progressively rolled out throughout 2025, with the first phase commencing in spring. ServiceNow will showcase these capabilities at the Knowledge 2025 event in Las Vegas this coming May.
Overall, the partnership between ServiceNow and 3CLogic aims to consolidate contact center operations within existing platform investments, thereby optimizing workflow processes and reducing operational overhead. Such strategic advancements are expected to fortify ServiceNow's positioning in the CRM market, as businesses increasingly seek solutions that balance efficiency with superior customer experience.
