3CLogic and ScreenMeet have expanded their partnership to deliver advanced AI-powered voice and video support solutions within the ServiceNow platform. This collaboration enhances IT, HR, and customer support by integrating Voice AI, contact center capabilities, and video collaboration, enabling enterprises to resolve issues faster and improve user satisfaction. The partnership supports leading managed services provider Solugenix in delivering seamless support to restaurant franchise customers.
3CLogic and ScreenMeet integrate Voice AI and video support into ServiceNow.
Unified platform offers AI bots, IVR routing, and video collaboration.
Seamless ServiceNow integration automates tasks and analytics.
AI-driven automation reduces agent workload with call and video summaries.
Enhanced reporting provides real-time metrics and actionable insights.
Solugenix leverages the solution for faster, unified restaurant franchise support.
The partnership combines 3CLogic’s Voice AI and contact center platform with ScreenMeet’s AI-powered video remote support, transforming ServiceNow into a comprehensive support hub. As Denis Seynhaeve, CEO of 3CLogic, states, "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 solution offers AI-driven self-service, advanced IVR routing, and video tools like co-browsing and screen-sharing, enabling efficient handling of routine inquiries and seamless escalation to live agents.
Both platforms integrate natively with ServiceNow, leveraging its AI capabilities and digital channels. Voice and video interactions automatically trigger ServiceNow tasks, updates, and analytics, ensuring end-to-end traceability. This integration streamlines workflows, allowing support teams to focus on resolution rather than manual processes, while maintaining a unified view of all interactions within the Now Platform.
The collaboration enhances agent productivity by automating manual tasks. 3CLogic’s automated call recordings, real-time transcriptions, and GenAI-powered call summaries are paired with ScreenMeet’s AI-generated video session summaries. These features auto-populate ServiceNow records, eliminating the need for agents to manually document interactions. As Lou Guercia, COO of ScreenMeet, notes, "Video chat dramatically shrinks the time to resolution. When an agent can see the exact device, screen, or environment, they eliminate lengthy back-and-forth." This automation frees agents to address complex issues efficiently.
3CLogic delivers real-time contact center metrics, including call volumes, queue health, and sentiment scores, directly into ServiceNow dashboards. ScreenMeet complements this with session data, system information, and AI-generated summaries stored in-platform. This unified data model provides consolidated reporting, offering managers actionable insights to optimize workflows and enhance performance across voice and video interactions.
The partnership delivers tangible benefits for Solugenix, a managed services provider for major restaurant franchises. Chris Antonelli, EVP at Solugenix, explains, "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." This unified approach enables faster issue resolution and a seamless support experience within ServiceNow.
The expanded 3CLogic and ScreenMeet partnership equips enterprises with a powerful, AI-driven support solution. By embedding voice and video capabilities into ServiceNow, the collaboration drives faster resolutions, enhances customer satisfaction, and streamlines operations, setting a new standard for IT and customer support.
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.
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.
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