The partnership between 3CLogic and ServiceNow represents a significant breakthrough in the contact center industry. The AI-powered solution combines ServiceNow’s Customer Relationship Management (CRM) products with 3CLogic’s next-generation Customer Experience (CX) platform, creating a unified solution that streamlines self-service and assisted service operations, reduces operational costs, and enhances both agent efficiency and customer satisfaction.

This integration is expected to have a significant impact on the industry, enabling businesses to improve first contact resolution rates, reduce customer effort, and resolve cases faster. The various enhancements are expected to roll out throughout the year, starting this spring.

### Key Features of the Partnership

• Single Agent Experience Across All Channels
• Real-Time Transcription and AI-Powered Insights
• Unified Routing for Seamless Interactions

The solution from ServiceNow and 3CLogic delivers an innovative approach to contact center management, with key features designed to increase productivity and enhance service quality. The partnership will enable businesses to:

• Streamline agent workflows and reduce operational costs
• Improve first contact resolution rates and reduce customer effort
• Enhance customer satisfaction and loyalty

### Benefits of the Partnership
The integration between 3CLogic and ServiceNow is expected to bring numerous benefits to businesses, including:

• Improved agent productivity and efficiency
• Enhanced customer satisfaction and loyalty
• Reduced operational costs and improved ROI

### What’s Next for the Partnership
The partnership between 3CLogic and ServiceNow is expected to continue to evolve and expand throughout the year. The organization will be unveiling its latest set of capabilities at ServiceNow’s annual Knowledge 2025 event this May in Las Vegas. ### About 3CLogic and ServiceNow
3CLogic and ServiceNow are two leading companies in the contact center industry. 3CLogic is a ServiceNow certified Technology and Advanced Platform Build partner, and ServiceNow is a leading provider of AI-powered platform for business transformation.

For more information, visit 3CLogic.com and ServiceNow.com.

### Definitions
*

: A solution that leverages artificial intelligence to improve contact center operations, including self-service and assisted service operations. *

: A solution that combines the capabilities of multiple contact center platforms into a single, integrated solution. *

: A leading provider of AI-powered platform for business transformation.

Transforming Contact Center Operations with AI

The new solution from ServiceNow and 3CLogic delivers an innovative approach to contact center management with key features designed to increase productivity and enhance service quality. The solution includes:
* Single Agent Experience Across All Channels
* Real-Time Transcription and AI-Powered Insights
* Unified Routing for Seamless Interactions

Single Agent Experience Across All Channels

The solution from ServiceNow and 3CLogic enables agents to manage voice interactions alongside digital cases from a single platform. This approach will replace the previous floating Computer Telephony Integration (CTI) frame to extend a more streamlined agent experience while delivering immediate context on the caller, relevant data, and actionable guidance—all in one view.

Real-Time Transcription and AI-Powered Insights

3CLogic’s Real-Time Transcription (RTT) will seamlessly integrate into ServiceNow’s configurable agent workspace, allowing agents to focus entirely on customer issues without the need to take notes. With ServiceNow’s AI capabilities, transcriptions can automatically be transformed into summaries and resolution notes, reducing lengthy call wrap-up processes and average handling times. The integration will also provide managers with critical insights into service trends, enabling better decision-making around training and operational improvements.

Unified Routing for Seamless Interactions

3CLogic’s intelligent, channel-agnostic interaction manager will enhance ServiceNow’s routing capabilities by helping ensure that all customer inquiries—whether digital or voice—are routed to the right agent based on ServiceNow context and date. The universal routing solution will help reduce the effort of maintaining duplicate routing rules and agent skills, resulting in fewer misdirected cases, enabling faster response times, and allowing users to lower costs while improving both agent productivity and customer satisfaction.

Streamlining Operations and Driving Business Impact

The new AI-powered solution allows for improved agent performance and substantial cost savings by automating processes and optimizing workflows. Businesses can improve first contact resolution rates, reduce customer effort, and resolve cases faster—all key drivers of customer satisfaction. The various enhancements are expected to roll out throughout the year starting this spring.

3CLogic is a ServiceNow certified Technology and Advanced Platform Build partner with offerings available for ServiceNow’s IT Service Management, CRM, and Industry Workflows, and HR Service Delivery solutions.

About 3CLogic and ServiceNow

3CLogic and ServiceNow are two leading companies in the contact center industry.

For more information, visit 3CLogic.com and ServiceNow.com.

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