Latest news with #ServiceNow®
Cision Canada
3 days ago
- Business
- Cision Canada
Global Hospitality Leader Selects 3CLogic to Enhance Existing ServiceNow Investment and Transform IT Service Desk Operations
Voice AI and Cloud Contact Center solution selected to complement ServiceNow single-data-model platform, capabilities, and workflows as part of larger IT modernization initiative. ROCKVILLE, Md., June 18, 2025 /CNW/ -- 3CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, today announced the adoption of its solution by a leading global hospitality and luxury resort organization. The strategic decision comes as the company seeks to centralize its operations, data, and workflows to deliver faster, smarter, and more responsive service experiences to its global workforce. Previously, the company relied on a legacy on-premise contact center solution resulting in data silos, limited visibility, and inefficient agent workflows. With 3CLogic, the organization will inherit a unified omnichannel agent and administrative experience—integrating voice, digital channels, AI, and workflows into its ServiceNow IT Service Management (ITSM) workspace powered by ServiceNow's single-data-model architecture. The new approach will automate manual tasks, eliminate agent swivel-chairing, and enhance operational visibility through AI-driven insights and feedback. "As Gartner 1 notes, by 2027 half of organizations attempting to replace service staff by AI agents alone will return to incorporating the human element into their strategy," explains Guillaume Seynhaeve, ServiceNow Practice Lead at 3CLogic. "With 3CLogic and ServiceNow, companies can strike the right balance—automating routine tasks while empowering agents with real-time insights to deliver faster, more personalized support." With 3CLogic, the organization will now be able to take advantage of modern features such as automated ServiceNow Incident creation, voicemail transcriptions, GenAI call summaries, and integrated SMS to enhance agent productivity and speed of service. Supervisors will equally gain with AI-powered tools including real-time sentiment analysis, speech analytics, Auto Agent QA and agent screen recordings to track performance trends and coach agents in real-time to help maintain consistency and improve service outcomes—all integrated with the Now Platform to better understand employee needs, streamline conversations, and respond more effectively. In response to the continued and growing demand for its Voice AI and Contact Center solutions for ServiceNow, 3CLogic will be present at a number of upcoming ServiceNow AI Summits and World Forum events in both the Americas and Europe during which it will highlight its latest platform capabilities and updates. For more information, please contact [email protected]. About 3CLogic 3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Management platforms. Globally available and leveraged by the world's leading brands, its offerings empower enterprise organizations with innovative capabilities, such as intelligent self-service, Generative AI, Voice AI, agent automation & coaching, and AI-powered sentiment analytics — all designed to lower operational costs, maximize ROI, and deliver better, faster, and more personalized interactions for IT, employee, and customer service. For more information, please visit
Cision Canada
03-06-2025
- Business
- Cision Canada
Two Ivy League Institutions Select 3CLogic Voice AI and Contact Center Solution for ServiceNow to Transform IT Help Desks
Voice AI and cloud contact center solution enables smarter service delivery, automation, real-time insights, and unified ServiceNow experience for academic institutions ROCKVILLE, Md., June 3, 2025 /CNW/ -- 3CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, today announced that two globally recognized academic institutions, both with extensive ServiceNow ITSM deployments, have recently selected it to overcome critical pain points within their IT service desk operations. Both organizations were eager to replace existing solutions, with one operating a legacy on-premise system and the other struggling with limited visibility, fragmented user experiences, and over-reliance on external resources for daily administrative needs. As digital transformation continues to reshape the landscape of higher education, top-tier universities are turning to 3CLogic to modernize and enhance their IT help desks while maximizing their current and future investments in ServiceNow. By replacing existing systems with a cloud-based Contact Center as a Service (CCaaS) solution designed to complement the Now Platform®, institutions are driving operational efficiency, unified agent experiences, and better support outcomes for faculty, students, and staff. Unifying ITSM and Voice for a Seamless Experience Both universities cited the need for a platform based approach in which their voice and contact center needs are woven together with ServiceNow data and workflows, rather than operating alongside them. With the adoption of 3CLogic, agents and service desk managers will benefit from a single pane of glass for incident management, call handling, contact center administration, reporting, and real time decision making, all without leaving ServiceNow. Driving Autonomy and Rapid Response with AI Self-service configuration and autonomy were among the key drivers. Each university will leverage 3CLogic's native AI capabilities integrated with ServiceNow, including intelligent voice self-service, call transcription, and speech analytics to improve intelligent call deflection (i.e.: major incident automation, etc.), reduce agent manual tasks (i.e.: call notes, etc.), lower after-hours service costs, and enable independent management of daily service desk operations without needing constant intervention from internal IT or expensive third-party consultants. Enabling Agents and Empowering Leadership Leveraging smart voice workflows and identification, each university will be able to seamlessly route critical calls (i.e.: research and medical divisions, etc.) in need of live assistance to the most qualified agents with relevant historical context to enable personalized experiences. Meanwhile, voice and contact center data, once siloed or difficult to correlate, will now integrate with ServiceNow dashboards and Platform Analytics to support data-driven decision-making and deliver immediate value to leadership teams seeking better visibility into service metrics. These latest selections underscore the growing demand among higher education institutions for a fully integrated approach to IT service management and voice. As the role of technology in education continues to evolve, 3CLogic remains a trusted partner in helping institutions maximize the value of their ServiceNow investments while delivering seamless, AI-powered support experiences. For more information, please contact [email protected]. About 3CLogic 3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Management platforms. Globally available and leveraged by the world's leading brands, its offerings empower enterprise organizations with innovative capabilities, such as intelligent self-service, Generative AI, Voice AI, agent automation & coaching, and AI-powered sentiment analytics — all designed to lower operational costs, maximize ROI, and deliver better, faster, and more personalized interactions for IT, employee, and customer service. For more information, please visit
Yahoo
03-06-2025
- Business
- Yahoo
Two Ivy League Institutions Select 3CLogic Voice AI and Contact Center Solution for ServiceNow to Transform IT Help Desks
Voice AI and cloud contact center solution enables smarter service delivery, automation, real-time insights, and unified ServiceNow experience for academic institutions ROCKVILLE, Md., June 3, 2025 /CNW/ -- 3CLogic, the leading AI-powered contact center platform purpose-built for ServiceNow®, today announced that two globally recognized academic institutions, both with extensive ServiceNow ITSM deployments, have recently selected it to overcome critical pain points within their IT service desk operations. Both organizations were eager to replace existing solutions, with one operating a legacy on-premise system and the other struggling with limited visibility, fragmented user experiences, and over-reliance on external resources for daily administrative needs. As digital transformation continues to reshape the landscape of higher education, top-tier universities are turning to 3CLogic to modernize and enhance their IT help desks while maximizing their current and future investments in ServiceNow. By replacing existing systems with a cloud-based Contact Center as a Service (CCaaS) solution designed to complement the Now Platform®, institutions are driving operational efficiency, unified agent experiences, and better support outcomes for faculty, students, and staff. Unifying ITSM and Voice for a Seamless Experience Both universities cited the need for a platform based approach in which their voice and contact center needs are woven together with ServiceNow data and workflows, rather than operating alongside them. With the adoption of 3CLogic, agents and service desk managers will benefit from a single pane of glass for incident management, call handling, contact center administration, reporting, and real time decision making, all without leaving ServiceNow. Driving Autonomy and Rapid Response with AI Self-service configuration and autonomy were among the key drivers. Each university will leverage 3CLogic's native AI capabilities integrated with ServiceNow, including intelligent voice self-service, call transcription, and speech analytics to improve intelligent call deflection (i.e.: major incident automation, etc.), reduce agent manual tasks (i.e.: call notes, etc.), lower after-hours service costs, and enable independent management of daily service desk operations without needing constant intervention from internal IT or expensive third-party consultants. Enabling Agents and Empowering Leadership Leveraging smart voice workflows and identification, each university will be able to seamlessly route critical calls (i.e.: research and medical divisions, etc.) in need of live assistance to the most qualified agents with relevant historical context to enable personalized experiences. Meanwhile, voice and contact center data, once siloed or difficult to correlate, will now integrate with ServiceNow dashboards and Platform Analytics to support data-driven decision-making and deliver immediate value to leadership teams seeking better visibility into service metrics. These latest selections underscore the growing demand among higher education institutions for a fully integrated approach to IT service management and voice. As the role of technology in education continues to evolve, 3CLogic remains a trusted partner in helping institutions maximize the value of their ServiceNow investments while delivering seamless, AI-powered support experiences. For more information, please contact info@ About 3CLogic3CLogic transforms customer and employee experiences with its patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance today's leading CRM and Customer Service Management platforms. Globally available and leveraged by the world's leading brands, its offerings empower enterprise organizations with innovative capabilities, such as intelligent self-service, Generative AI, Voice AI, agent automation & coaching, and AI-powered sentiment analytics — all designed to lower operational costs, maximize ROI, and deliver better, faster, and more personalized interactions for IT, employee, and customer service. For more information, please visit View original content to download multimedia: SOURCE 3CLogic View original content to download multimedia:
Yahoo
02-06-2025
- Business
- Yahoo
CTRL WRK Launches in the ServiceNow Store, Transforming Safety and Efficiency
Revolutionizing Operational Risk Management (ORM) and Operational Technology (OT) with AI-Driven Lockout Tagout Solution BOSTON, June 02, 2025--(BUSINESS WIRE)--CTRL WRK, the groundbreaking AI-powered Control of Work solution, is now officially available in the ServiceNow Store, setting a new standard for how enterprises manage Lockout Tagout (LOTO) procedures. Built natively on the trusted ServiceNow® platform, CTRL WRK simplifies, streamlines, and supercharges safety-critical operational risk management with powerful automation and deep industry expertise. CTRL WRK harnesses the power of artificial intelligence to eliminate inefficiencies, reduce operational risk, and empower teams with real-time insights. With an intuitive interface and seamless integration into existing ServiceNow environments, CTRL WRK transforms the traditionally manual, error-prone LOTO process into a smart, scalable, and compliant digital workflow. CTRL WRK is co-founded by Aaron Callaway, a seasoned entrepreneur and repeat founder who previously built Fairchild Resiliency Systems, which was successfully acquired by ServiceNow in 2019. With over a decade of experience in the ServiceNow ecosystem and a proven track record of innovation, Callaway is once again at the forefront of platform-native solutions that reshape enterprise operations. "We're thrilled to bring CTRL WRK to the ServiceNow Store and into the hands of enterprise users who are ready for what's next," said Aaron Callaway, Cofounder and Chairman of CTRL WRK. "By combining cutting-edge AI, our team's unmatched domain expertise in Control of Work, we're delivering a truly game-changing solution to a critical area of enterprise safety and operations." What sets CTRL WRK apart is its deep domain expertise: the team brings over 20 years of hands-on experience in Operational Risk and Lockout Tagout practices across highly regulated industries like utilities and oil & gas. This knowledge, combined with ServiceNow's scalable infrastructure and AI capabilities, makes CTRL WRK the most advanced and dependable LOTO solution available today. With CTRL WRK, organizations gain: AI-powered Lockout Tagout isolation planning and risk identification using documentation such as P&IDs. Real-time tracking & visibility of all LOTO & Permit work in your operations. Fully configurable forms, fields and workflow – designed to conform to your business process needs. Mobile app to support maintenance and operations in the field. Seamless integration with 3rd party solutions using ServiceNow's Data Workflow Fabric. CTRL WRK is now available to all ServiceNow customers directly from the ServiceNow Store. Early adopters are already seeing significant improvements in compliance, operational uptime, and user adoption. About CTRL WRK CTRL WRK is an AI-driven Control of Work solution, built natively on the ServiceNow platform to modernize Lockout Tagout, permitting, and isolation workflows. With decades of industry expertise and a deep commitment to innovation, CTRL WRK helps organizations protect their workforce, reduce risk, and accelerate safe operations. For more information, visit View source version on Contacts Media: info@
Business Wire
02-06-2025
- Business
- Business Wire
CTRL WRK Launches in the ServiceNow Store, Transforming Safety and Efficiency
BOSTON--(BUSINESS WIRE)-- CTRL WRK, the groundbreaking AI-powered Control of Work solution, is now officially available in the ServiceNow Store, setting a new standard for how enterprises manage Lockout Tagout (LOTO) procedures. Built natively on the trusted ServiceNow ® platform, CTRL WRK simplifies, streamlines, and supercharges safety-critical operational risk management with powerful automation and deep industry expertise. CTRL WRK harnesses the power of artificial intelligence to eliminate inefficiencies, reduce operational risk, and empower teams with real-time insights. With an intuitive interface and seamless integration into existing ServiceNow environments, CTRL WRK transforms the traditionally manual, error-prone LOTO process into a smart, scalable, and compliant digital workflow. CTRL WRK is co-founded by Aaron Callaway, a seasoned entrepreneur and repeat founder who previously built Fairchild Resiliency Systems, which was successfully acquired by ServiceNow in 2019. With over a decade of experience in the ServiceNow ecosystem and a proven track record of innovation, Callaway is once again at the forefront of platform-native solutions that reshape enterprise operations. "We're thrilled to bring CTRL WRK to the ServiceNow Store and into the hands of enterprise users who are ready for what's next,' said Aaron Callaway, Cofounder and Chairman of CTRL WRK. 'By combining cutting-edge AI, our team's unmatched domain expertise in Control of Work, we're delivering a truly game-changing solution to a critical area of enterprise safety and operations." What sets CTRL WRK apart is its deep domain expertise: the team brings over 20 years of hands-on experience in Operational Risk and Lockout Tagout practices across highly regulated industries like utilities and oil & gas. This knowledge, combined with ServiceNow's scalable infrastructure and AI capabilities, makes CTRL WRK the most advanced and dependable LOTO solution available today. With CTRL WRK, organizations gain: AI-powered Lockout Tagout isolation planning and risk identification using documentation such as P&IDs. Real-time tracking & visibility of all LOTO & Permit work in your operations. Fully configurable forms, fields and workflow – designed to conform to your business process needs. Mobile app to support maintenance and operations in the field. Seamless integration with 3rd party solutions using ServiceNow's Data Workflow Fabric. CTRL WRK is now available to all ServiceNow customers directly from the ServiceNow Store. Early adopters are already seeing significant improvements in compliance, operational uptime, and user adoption. About CTRL WRK
