Voice AI and Cloud Contact Center Solution Enables Smarter Service Delivery
Introduction
3CLogic, a leading AI-powered contact center platform built specifically for ServiceNow®, has been selected by two major academic institutions to improve their IT service desk operations. Both universities have extensive ServiceNow ITSM deployments and sought solutions to address pressing challenges in their support systems.
Background
One university was using a legacy on-premise system, while the other faced issues like limited visibility, fragmented user experiences, and heavy dependence on external resources for daily administration. As digital transformation reshapes higher education, these institutions are turning to 3CLogic to modernize their IT help desks and optimize their existing and future ServiceNow investments.
Unified ITSM and Voice for a Seamless Experience
Replacing legacy systems with a cloud-based Contact Center as a Service (CCaaS) solution that integrates directly with the Now Platform® drives operational efficiency and unifies the agent experience. This integration enables faculty, students, and staff to receive better support outcomes.
Both universities emphasized the importance of a platform that weaves voice and contact center functions together with ServiceNow data and workflows, rather than running separately. With 3CLogic, agents and service desk managers gain one interface for managing incidents, call handling, contact center administration, reporting, and real-time decisions—all within ServiceNow.
Driving Autonomy and Rapid Response with AI
Self-service and autonomy were key priorities. Each university will use 3CLogic’s native AI capabilities integrated with ServiceNow, including intelligent voice self-service, call transcription, and speech analytics. These features improve call deflection (such as automating major incidents), reduce manual agent tasks like note-taking, lower costs for after-hours service, and enable independent daily service desk management without heavy reliance on IT support or costly consultants.
Enabling Agents and Empowering Leadership
Smart voice workflows and caller identification allow critical calls—such as those from research or medical departments—to be routed to the most qualified agents with relevant historical context. This ensures personalized service experiences.
Additionally, voice and contact center data, once siloed or hard to connect, now feed into ServiceNow dashboards and Platform Analytics. This integration supports data-driven decisions and gives leadership better visibility into service performance metrics.
Conclusion
The selection of 3CLogic by these universities highlights the growing need for fully integrated IT service management and voice solutions in higher education. As technology continues to play a crucial role in education, 3CLogic supports institutions in maximizing their ServiceNow investments and delivering AI-powered, seamless support experiences.
For more information, please contact info@3clogic.com.
About 3CLogic
3CLogic enhances customer and employee experiences with patented AI-powered cloud contact center solutions that integrate with leading CRM and Customer Service Management platforms. Its global offerings include intelligent self-service, Generative AI, Voice AI, agent automation and coaching, plus AI-powered sentiment analytics. These tools help reduce operational costs, increase ROI, and enable faster, more personalized interactions for IT, employee, and customer service needs.
Learn more at www.3clogic.com.
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