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Revolutionizing IT Managed Services with 3CLogic and Astreya

In a significant advancement for IT managed services, 3CLogic, a leader in AI-driven contact center solutions, has been selected by Astreya Partners. This partnership aims at enhancing service delivery through the integration of Voice AI and contact center solutions into the ServiceNow IT Service Management (ITSM) ecosystem. This strategic collaboration underscores the increasing demand for a voice-first AI engagement platform in the contemporary business landscape.

Meeting the Challenges of Modern IT Services

As a company with a workforce exceeding 2,400 professionals operating in over 40 countries, Astreya recognized the imperative of refining their service delivery processes. A primary focus was on improving communication methods beyond traditional emails, which, while beneficial for some, can prove ineffective for complex or urgent requests. Additionally, Astreya pursued to create a unified customer experience.

Romil Bahl, CEO of Astreya, states, “We are dedicated to staying ahead of the technology curve. By adopting 3CLogic’s Voice AI and contact center solutions into ServiceNow, we are poised to elevate our capabilities in digital workplace services and service excellence.”

Seamless Integration of Contact Center and ITSM

The choice of 3CLogic stems from its ability to seamlessly complement Astreya’s investment in ServiceNow ITSM products. The integration promises to enhance efficiency among specialized service desk teams, streamlining operations by eliminating the inefficiencies related to multitasking across various systems.

Key Features of the Partnership

• - Omnichannel Platform: Combining 3CLogic’s Voice capabilities with existing digital communication channels on ServiceNow will enable a more cohesive workflow for agents, improving response times.
• - Voice AI Automation: The embedded Voice AI will facilitate the creation of conversational and personalized voicebots. These bots will manage common queries and channel complex issues to human agents.
• - Real-time Transcription: By integrating real-time call transcriptions within ServiceNow, agents will have immediate access to relevant information to guide their actions, thereby speeding up post-call processes with AI-generated summaries and notes.
• - AI Insights and Quality Assurance: This feature will empower Astreya to analyze agent performance on a larger scale using speech analytics, refining coaching processes without the need for extensive call reviews.

Bob Doherty, VP of Sales at 3CLogic, emphasizes the significance of IT in modern enterprises, asserting, “IT departments are essential for organizational success. Integrating advanced functionality into existing workflows within ServiceNow not only enhances operational efficiency but also drives substantial returns on investment.”

Future Expansion and Commitment to Innovation

Astreya plans to leverage the advantages of its collaboration with 3CLogic to enhance both customer and employee experiences. Initial implementations will focus on improving customer interactions while also providing highly skilled live agents with the tools needed to optimize their performance and reduce operational costs.

Following the successful deployment of these solutions, Astreya intends to explore further expansions across additional managed service offerings, signalling a commitment to continual innovation in the IT managed services sector.

As stated by Jothiganesh Nagarajan, COO of Astreya: “Our alliance with 3CLogic marks a remarkable evolution in our ServiceDesk offerings, facilitating exceptional customer engagement through AI technology. The integration not only streamlines operations but aligns with our goal to harness AI innovations to empower businesses in the ever-evolving digital realm.”

About 3CLogic

3CLogic provides award-winning, AI-powered cloud contact center solutions tailored to enhance leading CRM and Service Management platforms. Featuring capabilities such as intelligent self-service and voice AI, 3CLogic is dedicated to fostering better interactions across IT, employee, and customer services. The company, recognized as a ServiceNow certified Technology and Advanced Platform Build partner, is set to reveal its Voice AI solutions at global events in cities like Dallas, London, Chicago, New York, Munich, and Amsterdam over the coming months. For more information about their offerings, visit www.3clogic.com.