When it comes to support experiences, traditional multichannel approaches are proving increasingly insufficient. Modern users, whether customers seeking product assistance or employees needing IT help, no longer expect to switch between disparate systems or repeat information across different communication modes. The industry is rapidly shifting towards seamless, multimodal experiences where voice, text, and visual interactions blend effortlessly.
Recognizing this imperative, 3CLogic , an AI-powered contact center platform purpose-built for ServiceNow, and ScreenMeet, a ServiceNow-native provider of AI and video-based remote support, announced an expansion of their strategic partnership. The two will enable unified Voice AI and rich video experiences directly within the ServiceNow platform, transforming IT, HR, and customer support across organizations.
The demand for integrated, intelligent support is underscored by recent industry reports indicating that, as Generative AI continues its evolution, businesses are pivoting from merely offering multiple channels to delivering truly seamless multimodal interactions. This means a user can start a conversation via voice, transition to a visual guide through video, and even receive text-based confirmations, all within a single, integrated support journey. This holistic approach significantly reduces friction, enhances comprehension, and accelerates problem-solving.
"Our customers demand a single pane of glass for all support interactions," explains Denis Seynhaeve, CEO of 3CLogic. "By pairing our Voice AI and Contact Center platform with ScreenMeet's video collaboration, we're turning ServiceNow into the ultimate support hub, helping enterprises delight customers and slash resolution times."
The combined strength of 3CLogic and ScreenMeet, both certified ServiceNow Build partners, directly addresses the challenges of fragmented support ecosystems – including within MSP organizations that need to provide effective and efficient support to a vast number of clients. Historically, IT and customer service teams have struggled with siloed communication channels, leading to longer resolution times, increased operational costs, and frustrated users. The expanded partnership leverages the native capabilities of the ServiceNow platform to embed advanced Voice AI, enterprise-grade contact center functionalities, and powerful video collaboration, creating a cohesive support environment.
Key benefits of the 3CLogic and ScreenMeet collaboration for ServiceNow-powered support include:
- Unified Voice AI, Intelligent Routing & Rich Video Collaboration: The joint solution transforms ServiceNow into an end-to-end support hub. It integrates Voice AI bots and self-service automation to handle routine inquiries, with intelligent IVR routing seamlessly handing off complex cases to the right live agents. ScreenMeet’s in-context video tools, co-browse, and screen-sharing empower agents to visually troubleshoot issues, whether guiding a user through software setup or diagnosing a point-of-sale system failure. This visual context dramatically reduces the back-and-forth typically associated with phone support.
- Seamless Integration with ServiceNow Workflows: Both 3CLogic and ScreenMeet are deeply embedded within ServiceNow, leveraging the platform's native AI capabilities and existing digital channels. This ensures that every voice and video interaction automatically triggers relevant ServiceNow tasks, updates incidents, and contributes to comprehensive analytics, providing end-to-end traceability and actionable insights into every support interaction.
- Agent Automation & Optimization: The partnership introduces powerful automation features to boost agent productivity. 3CLogic provides automated call recordings, real-time transcriptions, and GenAI-powered call summaries, all automatically associated with the correct ServiceNow record. Similarly, ScreenMeet delivers AI summaries of video chat and screen-share sessions. This collective intelligence automatically populates agent work notes and updates record histories, freeing support teams from tedious manual documentation to focus on resolving complex issues.
- Enhanced Reporting & Insights: Managers gain a holistic, real-time view of support operations. 3CLogic feeds critical contact center metrics, such as call volumes, queue health, and sentiment scores, directly into ServiceNow dashboards. ScreenMeet captures and stores comprehensive session data, system information, recordings, and AI-generated summaries directly within the platform. This unified data model facilitates consolidated wallboards and reports, enabling continuous workflow refinement and performance improvement.
The partnership between 3CLogic and ScreenMeet offers significant advantages for MSPs by enabling them to deliver more efficient, intelligent, and seamless support experiences. By leveraging 3CLogic's AI-powered contact center and ScreenMeet's video remote support capabilities within ServiceNow, MSPs can provide their clients with a truly unified, intelligent, and highly efficient support experience that stands out in the competitive managed services market.
"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," explains Chris Antonelli, EVP at Solugenix, an MSP focused on the franchise restaurant industry. "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."
Edited by
Erik Linask
