3CLogic is levelling up its long-standing partnership with ServiceNow to launch a fully integrated, AI-powered solution. This new offering combines ServiceNow’s CRM products with 3CLogic’s advanced voice and customer experience tools, creating a seamless end-to-end system for managing employee and customer interactions.
The collaboration creates a unified contact centre experience that blends intelligent self-service with smarter agent support, designed to reduce costs, boost efficiency, and raise customer satisfaction in one streamlined package.
“These AI-powered solutions help businesses struggling with disconnected CRM and CCaaS systems. By embedding native voice controls, intelligent routing, and real-time insights directly into ServiceNow, we’re delivering a seamless, scalable customer contact centre experience,” said Terence Chesire, VP of product management for CRM and Industry Workflows at ServiceNow. “This unified approach also enhances both self-service and agent-assisted interactions—helping to drive efficiency, reduce costs, and improve service quality at every touchpoint.”
This integration provides a major upgrade for businesses juggling disjointed contact centres and CRM platforms. Additionally, by embedding native voice controls, AI-powered routing, and real-time insights directly into the ServiceNow interface, agents can manage every interaction from one unified workspace.
The solution merges voice and digital interactions into a single interface, letting agents handle calls and cases side by side. With contextual data and action-ready insights baked in, it’s a major step forward in agent productivity and customer care.
Live transcriptions & instant summaries
In addition, 3CLogic’s real-time transcription technology removes manual note-taking, while ServiceNow’s AI transforms those transcripts into concise summaries and resolution notes. This drastically cuts post-call wrap-up time and helps managers spot trends or training opportunities at a glance.
Smarter routing, faster resolutions
Moreover, unified, AI-powered routing ensures that voice and digital interactions are handled by the right person the first time — no matter the channel. This reduces misdirected tickets, speeds up resolution, and eliminates the hassle of managing duplicate skill sets or workflows.
The solution also promises a combination of automation, intelligence, and voice-driven tools, making contact centres more agile, cost-efficient, and better equipped to deliver fast, human-centred service.