3CLogic and ServiceNow Unveil AI-Powered Contact Center Solution

3CLogic and ServiceNow have expanded their partnership to introduce an AI-powered unified contact center solution, announced in a press release. This new solution aims to enhance both employee and customer experiences by integrating ServiceNow's Customer Relationship Management (CRM) products with 3CLogic's Customer Experience (CX) platform.

The integration offers a single agent experience across all channels, allowing agents to manage voice interactions alongside digital cases from a unified platform. This approach replaces the previous floating Computer Telephony Integration (CTI) frame, providing immediate context on callers and relevant data in one view.

Key features include real-time transcription and AI-powered insights, which allow agents to focus on customer issues without taking notes. Transcriptions are automatically transformed into summaries and resolution notes, reducing call wrap-up times. Additionally, the solution offers unified routing for seamless interactions, ensuring inquiries are directed to the right agent based on ServiceNow context and data.

The AI-powered solution is designed to improve agent performance and reduce operational costs by automating processes and optimizing workflows. It is expected to roll out throughout the year, starting this spring, and will be showcased at ServiceNow's annual Knowledge 2025 event in May.