3CLogic and ScreenMeet Expand Partnership to Transform Customer Support with AI and Video Collaboration
3CLogic and ScreenMeet Expand Partnership
In a strategic move to elevate customer and IT support experiences, 3CLogic and ScreenMeet have announced an expansion of their partnership. Both companies are recognized as service leaders in the realm of AI-powered solutions specifically designed for ServiceNow. This collaboration aims to integrate powerful voice AI and video collaboration tools into the existing ServiceNow framework, thus catering to the evolving demands of enterprises seeking optimized support systems.
Transforming Customer Experiences
The partnership's primary objective is to streamline support interactions across multiple functions, including IT, HR, and customer support. By embedding advanced voice functionalities along with video support directly into the ServiceNow platform, 3CLogic and ScreenMeet enable a more seamless and effective approach to incident resolution.
According to a Gartner report highlighting the evolution of modern enterprise interactions, the shift from traditional multichannel strategies to more cohesive multimodal experiences is evident. The report suggests that voice and video will play a critical role in this transition, making the integration of these technologies crucial for contemporary customer service frameworks.
Features and Benefits
The integration of 3CLogic's innovative voice AI with ScreenMeet's robust video solutions offers several key advantages:
- - Unified Communication: By embedding AI chatbots and advanced video features within the ServiceNow interface, routine customer inquiries can be handled efficiently. AI can manage routine questions, leaving complex queries to human agents, who can utilize video tools to resolve issues in real-time. This not only enhances the customer experience but also significantly reduces resolution times.
- - Seamless ServiceNow Integration: Both organizations have ensured that their solutions work smoothly with the ServiceNow platform. This means that voice and video interactions automatically generate tasks and updates, thereby contributing to improved workflow efficiencies.
- - Optimized Agent Operations: Agents can benefit from features such as automated call recording and transcription, which integrate with ServiceNow records. By reducing the time spent on note-taking and documentation, support teams can focus on resolving more complicated issues.
- - Enhanced Reporting Capabilities: Real-time metrics and reporting tools deliver valuable insights into contact center performance. This data can be visualized in comprehensive dashboards, allowing managers to monitor sentiment scores and overall service efficiency effectively.
Real-World Application
An exciting application of this partnership is showcased through Solugenix, a prominent managed services provider. They leverage the combined offerings from 3CLogic and ScreenMeet to enhance support for some of the largest restaurant franchises worldwide. Solugenix's EVP, Chris Antonelli, emphasizes the value of this integration: “This allows us to connect customers with agents instantly and begin live video sessions without channel switching.” By employing these tools, issues can be resolved collectively and efficiently, fostering a better support environment.
Furthermore, Lou Guercia, COO of ScreenMeet, concurs by stating that visual communication significantly reduces resolution time. Being able to see the customer's screen or device allows agents to eliminate unnecessary back-and-forth communication, ultimately speeding up the troubleshooting process.
Future Directions
The newly integrated solutions from 3CLogic and ScreenMeet are now available for enterprises leveraging ServiceNow for IT service management, CRM, or employee service needs. Interested businesses can connect with their ServiceNow account representatives or visit the respective websites to explore these innovative tools further.
In addition, both companies have plans to be present at a number of upcoming ServiceNow events, including the AI Summits in Atlanta and Dallas, and World Forum events across several cities such as New York, Chicago, London, and Amsterdam. Such engagements not only promote visibility but also encourage dialogue about advancements in customer support technologies.
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Topics Consumer Technology）
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