Latest news with #ServiceNow®
Cision Canada
22-07-2025
- Business
- Cision Canada
3CLogic and ScreenMeet Expand Partnership to Elevate ServiceNow-Powered Customer and IT Support with Voice AI and Rich Video Collaboration
Latest partnership helps leading Managed Services Provider, Solugenix, deliver smarter experiences powered by AI, Voice, and remote support to their restaurant franchise customers. ROCKVILLE, Md., July 22, 2025 /CNW/ -- 3CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, and ScreenMeet, the only ServiceNow native provider of AI and video-based remote support, today 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 both IT, HR, and Customer Support for enterprises leveraging the Now Platform. Per a recent Gartner 1 report, as GenAI continues to evolve, enterprises will likely shift from traditional multichannel to seamless multimodal experiences—placing voice and video at the core. By embedding advanced Voice AI self-service, enterprise-grade contact center capabilities, and rich video collaboration directly into the ServiceNow platform, 3CLogic and ScreenMeet empower IT Support Managers, Contact Center 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," 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." Key benefits of the 3CLogic + ScreenMeet collaboration for ServiceNow: Unified Voice AI, Intelligent Routing & Rich Video Collaboration – 3CLogic and ScreenMeet together transform 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. Seamless Integration with ServiceNow Workflows – 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. Agent Automation & Optimization – By combining 3CLogic's automated call recordings, real‑time call transcriptions, and GenAI‑powered call summarizations – each auto‑associated with the correct ServiceNow record – with ScreenMeet's AI summarization of video chat and screen‑share sessions, agents no longer spend time jotting notes or hunting down recordings. 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. Enhanced Reporting & Insights – 3CLogic feeds real‑time contact‑center 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 Real-World Use Case "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, a leading managed services provider catering to the world's largest restaurant franchises. "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," adds 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." Availability and Next Steps The combined 3CLogic + ScreenMeet integration is generally available today. Enterprise organizations running ServiceNow IT Service Management, CRM and Industry Workflows, or Employee Service Center can engage their ServiceNow account teams or visit the 3CLogic and ScreenMeet websites to learn more. In addition 3CLogic and ScreenMeet will be sponsors and attend a number of the upcoming ServiceNow Fall events including the ServiceNow AI Summits in Atlanta and Dallas as well as the World Forum events in New York, Chicago, Munich, London, and Amsterdam. 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 About ScreenMeet ScreenMeet is a cloud‑native remote support and collaboration platform. Designed to embed seamlessly into leading CRM, AEM and ITSM systems – like ServiceNow, Tanium and Salesforce – ScreenMeet empowers enterprises with in‑browser voice, video, co‑browsing, and remote takeover capabilities, eliminating downloads and manual workflows. Trusted by over 50,000 agents and 400 million end users worldwide, ScreenMeet delivers secure, AI‑enhanced support experiences that modernize contact centers and IT help desks for the digital era. For more information please visit
Malaysian Reserve
15-07-2025
- Business
- Malaysian Reserve
EPAM Secures Multi-Year Deal with States of Guernsey to Transform the Island's Digital Services with ServiceNow PSDS
In a multi-part agreement, EPAM will help the States of Guernsey shape the future of digital government services utilizing ServiceNow® PSDS NEWTOWN, Pa., July 15, 2025 /PRNewswire/ — EPAM Systems, Inc. (NYSE: EPAM), a leading digital transformation services and product engineering company, today announced a multi-year partnership with the States of Guernsey. This collaboration is a key component of Guernsey's new digital strategy, which aims to enhance the security, accessibility and user experience of government services while optimizing decision-making processes and more efficient public service delivery. 'This is a significant milestone for EPAM, as it highlights our continued growth in the region,' said Balazs Fejes, President of Global Business & Chief Revenue Officer at EPAM. 'We are excited to partner with the States of Guernsey to help define the future of digital government services. As a trusted ServiceNow partner and a preferred systems integration (SI) provider for PSDS, we are well-equipped to deliver innovative solutions that support their ambitious digital transformation goals.' With a strategic partnership in place, EPAM is positioned to help Guernsey achieve its ambitious digital strategy goals of having 75% of public interactions and 80% of payments online by 2029. Leveraging ServiceNow1 Public Sector Digital Services (PSDS), EPAM is set to enhance the government's digital services, ensuring they are secure, accessible and user-friendly. As a preferred systems integration (SI) provider for PSDS, EPAM will accelerate digital transformation by seamlessly integrating employees, processes and systems into a unified, AI-powered platform. 'Digitization is crucial for us as a government to drive progress and improve ease and access to public services for our community, which is why we're pleased to partner with EPAM,' said Gé Drossaert, the States' Chief Digital and Information Officer. 'Digital is no longer just about IT systems—it's about transforming how islanders live, connect and work.' 'We are excited to collaborate with EPAM in supporting the States of Guernsey's ambitious digital transformation goals,' said Casey Coleman, VP, Global Public Sector at ServiceNow. 'Their vision of 'making all our lives easier and more straightforward' aligns perfectly with the innovations and capabilities of our Public Sector Digital Services (PSDS) on the ServiceNow Platform. Together, we will enhance user experiences, build public trust and drive greater workforce engagement and productivity.' To learn more about how EPAM is shaping the future of business with modern engineering, visit About EPAM Systems Since 1993, EPAM Systems, Inc. has used its software engineering expertise to become a leading global provider of digital engineering, cloud and AI-enabled transformation services, and a leading business and experience consulting partner for global enterprises and ambitious startups. We address our clients' transformation challenges by focusing EPAM Continuum's integrated strategy, experience and technology consulting with our 30+ years of engineering execution to speed our clients' time to market and drive greater value from their innovations and digital investments. We leverage AI and GenAI to deliver transformative solutions that accelerate our clients' digital innovation and enhance their competitive edge. Through platforms like EPAM AI/RUN™ and initiatives like DIALX Lab, we integrate advanced AI technologies into tailored business strategies, driving significant industry impact and fostering continuous innovation. We deliver globally but engage locally with our expert teams of consultants, architects, designers and engineers, making the future real for our clients, our partners, and our people around the world. We believe the right solutions are the ones that improve people's lives and fuel competitive advantage for our clients across diverse industries. Our thinking comes to life in the experiences, products and platforms we design and bring to market. Added to the S&P 500 and the Forbes Global 2000 in 2021 and recognized by Glassdoor and Newsweek as Most Loved Workplace, our multidisciplinary teams serve customers across six continents. We are proud to be among the top 15 companies in Information Technology Services in the Fortune 1000 and to be recognized as a leader in the IDC MarketScapes for Worldwide Experience Build Services, Worldwide Experience Design Services and Worldwide Software Engineering Services. Learn more at and follow us on LinkedIn. Forward-Looking Statements This press release includes estimates and statements which may constitute forward-looking statements made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995, the accuracy of which are necessarily subject to risks, uncertainties, and assumptions as to future events that may not prove to be accurate. Our estimates and forward-looking statements are mainly based on our current expectations and estimates of future events and trends, which affect or may affect our business and operations. These statements may include words such as 'may,' 'will,' 'should,' 'believe,' 'expect,' 'anticipate,' 'intend,' 'plan,' 'estimate' or similar expressions. Those future events and trends may relate to, among other things, developments relating to the war in Ukraine and escalation of the war in the surrounding region, political and civil unrest or military action in the geographies where we conduct business and operate, difficult conditions in global capital markets, foreign exchange markets, global trade and the broader economy, the adoption and implementation of artificial intelligence technologies by EPAM and its clients, and the effect that these events may have on client demand and our revenues, operations, access to capital, and profitability. Other factors that could cause actual results to differ materially from those expressed or implied include general economic conditions, the risk factors discussed in the Company's most recent Annual Report on Form 10-K and the factors discussed in the Company's Quarterly Reports on Form 10-Q, particularly under the headings 'Management's Discussion and Analysis of Financial Condition and Results of Operations' and 'Risk Factors' and other filings with the Securities and Exchange Commission. Although we believe that these estimates and forward-looking statements are based upon reasonable assumptions, they are subject to several risks and uncertainties and are made based on information currently available to us. EPAM undertakes no obligation to update or revise any forward-looking statements, whether as a result of new information, future events, or otherwise, except as may be required under applicable securities law. 1 ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. Photo: View original content:
Cision Canada
18-06-2025
- Business
- Cision Canada
Global Hospitality Leader Selects 3CLogic to Enhance Existing ServiceNow Investment and Transform IT Service Desk Operations
Voice AI and Cloud Contact Center solution selected to complement ServiceNow single-data-model platform, capabilities, and workflows as part of larger IT modernization initiative. ROCKVILLE, Md., June 18, 2025 /CNW/ -- 3CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, today announced the adoption of its solution by a leading global hospitality and luxury resort organization. The strategic decision comes as the company seeks to centralize its operations, data, and workflows to deliver faster, smarter, and more responsive service experiences to its global workforce. Previously, the company relied on a legacy on-premise contact center solution resulting in data silos, limited visibility, and inefficient agent workflows. With 3CLogic, the organization will inherit a unified omnichannel agent and administrative experience—integrating voice, digital channels, AI, and workflows into its ServiceNow IT Service Management (ITSM) workspace powered by ServiceNow's single-data-model architecture. The new approach will automate manual tasks, eliminate agent swivel-chairing, and enhance operational visibility through AI-driven insights and feedback. "As Gartner 1 notes, by 2027 half of organizations attempting to replace service staff by AI agents alone will return to incorporating the human element into their strategy," explains Guillaume Seynhaeve, ServiceNow Practice Lead at 3CLogic. "With 3CLogic and ServiceNow, companies can strike the right balance—automating routine tasks while empowering agents with real-time insights to deliver faster, more personalized support." With 3CLogic, the organization will now be able to take advantage of modern features such as automated ServiceNow Incident creation, voicemail transcriptions, GenAI call summaries, and integrated SMS to enhance agent productivity and speed of service. Supervisors will equally gain with AI-powered tools including real-time sentiment analysis, speech analytics, Auto Agent QA and agent screen recordings to track performance trends and coach agents in real-time to help maintain consistency and improve service outcomes—all integrated with the Now Platform to better understand employee needs, streamline conversations, and respond more effectively. In response to the continued and growing demand for its Voice AI and Contact Center solutions for ServiceNow, 3CLogic will be present at a number of upcoming ServiceNow AI Summits and World Forum events in both the Americas and Europe during which it will highlight its latest platform capabilities and updates. For more information, please contact [email protected]. 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, Voice 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
Cision Canada
03-06-2025
- Business
- Cision Canada
Two Ivy League Institutions Select 3CLogic Voice AI and Contact Center Solution for ServiceNow to Transform IT Help Desks
Voice AI and cloud contact center solution enables smarter service delivery, automation, real-time insights, and unified ServiceNow experience for academic institutions ROCKVILLE, Md., June 3, 2025 /CNW/ -- 3CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, today announced that two globally recognized academic institutions, both with extensive ServiceNow ITSM deployments, have recently selected it to overcome critical pain points within their IT service desk operations. Both organizations were eager to replace existing solutions, with one operating a legacy on-premise system and the other struggling with limited visibility, fragmented user experiences, and over-reliance on external resources for daily administrative needs. As digital transformation continues to reshape the landscape of higher education, top-tier universities are turning to 3CLogic to modernize and enhance their IT help desks while maximizing their current and future investments in ServiceNow. By replacing existing systems with a cloud-based Contact Center as a Service (CCaaS) solution designed to complement the Now Platform®, institutions are driving operational efficiency, unified agent experiences, and better support outcomes for faculty, students, and staff. Unifying ITSM and Voice for a Seamless Experience Both universities cited the need for a platform based approach in which their voice and contact center needs are woven together with ServiceNow data and workflows, rather than operating alongside them. With the adoption of 3CLogic, agents and service desk managers will benefit from a single pane of glass for incident management, call handling, contact center administration, reporting, and real time decision making, all without leaving ServiceNow. Driving Autonomy and Rapid Response with AI Self-service configuration and autonomy were among the key drivers. Each university will leverage 3CLogic's native AI capabilities integrated with ServiceNow, including intelligent voice self-service, call transcription, and speech analytics to improve intelligent call deflection (i.e.: major incident automation, etc.), reduce agent manual tasks (i.e.: call notes, etc.), lower after-hours service costs, and enable independent management of daily service desk operations without needing constant intervention from internal IT or expensive third-party consultants. Enabling Agents and Empowering Leadership Leveraging smart voice workflows and identification, each university will be able to seamlessly route critical calls (i.e.: research and medical divisions, etc.) in need of live assistance to the most qualified agents with relevant historical context to enable personalized experiences. Meanwhile, voice and contact center data, once siloed or difficult to correlate, will now integrate with ServiceNow dashboards and Platform Analytics to support data-driven decision-making and deliver immediate value to leadership teams seeking better visibility into service metrics. These latest selections underscore the growing demand among higher education institutions for a fully integrated approach to IT service management and voice. As the role of technology in education continues to evolve, 3CLogic remains a trusted partner in helping institutions maximize the value of their ServiceNow investments while delivering seamless, AI-powered support experiences. For more information, please contact [email protected]. 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, Voice 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
Yahoo
03-06-2025
- Business
- Yahoo
Two Ivy League Institutions Select 3CLogic Voice AI and Contact Center Solution for ServiceNow to Transform IT Help Desks
Voice AI and cloud contact center solution enables smarter service delivery, automation, real-time insights, and unified ServiceNow experience for academic institutions ROCKVILLE, Md., June 3, 2025 /CNW/ -- 3CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, today announced that two globally recognized academic institutions, both with extensive ServiceNow ITSM deployments, have recently selected it to overcome critical pain points within their IT service desk operations. Both organizations were eager to replace existing solutions, with one operating a legacy on-premise system and the other struggling with limited visibility, fragmented user experiences, and over-reliance on external resources for daily administrative needs. As digital transformation continues to reshape the landscape of higher education, top-tier universities are turning to 3CLogic to modernize and enhance their IT help desks while maximizing their current and future investments in ServiceNow. By replacing existing systems with a cloud-based Contact Center as a Service (CCaaS) solution designed to complement the Now Platform®, institutions are driving operational efficiency, unified agent experiences, and better support outcomes for faculty, students, and staff. Unifying ITSM and Voice for a Seamless Experience Both universities cited the need for a platform based approach in which their voice and contact center needs are woven together with ServiceNow data and workflows, rather than operating alongside them. With the adoption of 3CLogic, agents and service desk managers will benefit from a single pane of glass for incident management, call handling, contact center administration, reporting, and real time decision making, all without leaving ServiceNow. Driving Autonomy and Rapid Response with AI Self-service configuration and autonomy were among the key drivers. Each university will leverage 3CLogic's native AI capabilities integrated with ServiceNow, including intelligent voice self-service, call transcription, and speech analytics to improve intelligent call deflection (i.e.: major incident automation, etc.), reduce agent manual tasks (i.e.: call notes, etc.), lower after-hours service costs, and enable independent management of daily service desk operations without needing constant intervention from internal IT or expensive third-party consultants. Enabling Agents and Empowering Leadership Leveraging smart voice workflows and identification, each university will be able to seamlessly route critical calls (i.e.: research and medical divisions, etc.) in need of live assistance to the most qualified agents with relevant historical context to enable personalized experiences. Meanwhile, voice and contact center data, once siloed or difficult to correlate, will now integrate with ServiceNow dashboards and Platform Analytics to support data-driven decision-making and deliver immediate value to leadership teams seeking better visibility into service metrics. These latest selections underscore the growing demand among higher education institutions for a fully integrated approach to IT service management and voice. As the role of technology in education continues to evolve, 3CLogic remains a trusted partner in helping institutions maximize the value of their ServiceNow investments while delivering seamless, AI-powered support experiences. For more information, please contact info@ About 3CLogic3CLogic 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, Voice 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 View original content to download multimedia: SOURCE 3CLogic View original content to download multimedia:
