3CLogic, a leading AI-powered contact center platform purpose-built for ServiceNow, has been selected by Astreya Partners, a global IT managed services provider (MSP), to implement its Voice AI and contact center solution integrated with ServiceNow. This strategic collaboration aims to enhance Astreya’s service delivery, ensuring efficient, effective, and modern communication for its diverse clientele, which includes six of the Magnificent Seven companies.

Addressing Modern IT Service Challenges

Astreya, with over 2,400 IT professionals across more than 40 countries, focuses on enhancing user experiences and driving digital transformation. To optimize service delivery, the company prioritized providing a conversational alternative to email, which, despite its popularity, often proves inefficient for complex or time-sensitive requests. Furthermore, Astreya aimed to unify the customer experience (CX) for agents and administrators while boosting operational efficiency and accelerating resolution times.

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“Astreya is focused on staying ahead of the curve. With 3CLogic’s Voice AI and contact center solutions integrated into ServiceNow, we are strengthening our ability to deliver digital workplace services that scale, adapt, and continually raise the bar for service excellence,” said Romil Bahl, CEO of Astreya.

Integrating Contact Center and ITSM

After a rigorous evaluation, 3CLogic was chosen for its ability to complement Astreya’s existing investment in ServiceNow’s IT Service Management (ITSM) platform. The integration will enable Astreya to fully leverage the Now platform while providing a seamless, consolidated workspace for its specialized service desk teams. Key enhancements include:

  • Omnichannel Platform: By unifying 3CLogic Voice with ServiceNow ITSM’s digital channels, agents will no longer need to switch between systems, streamlining operations and accelerating resolutions.
  • Voice AI & Automation: Conversational, personalized voicebots integrated with ServiceNow data and agentic AI will automate common inquiries while escalating complex issues to live agents.
  • Real-time Transcription and Agent Optimization: Integrated directly into the ServiceNow agent workspace, real-time call transcripts support next-best actions and accelerate post-call tasks through generative AI summaries.
  • AI Insights and Quality Assurance: Speech analytics and AI-driven coaching will enable Astreya to train and evaluate agents at scale without manual call sampling.

“IT departments and services are the backbone to any modern organization,” said Bob Doherty, VP of Sales at 3CLogic. “With IT overseeing the success of the enterprise, weaving this level of functionality into existing ServiceNow workflows to drive exponential ROI is a no-brainer.”

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Future Expansion Plans

Astreya expects that integrating 3CLogic’s solutions will improve customer deflection points, enhance live agent effectiveness, and reduce operational costs. Following the initial deployment, Astreya plans to extend these capabilities across additional divisions and managed service offerings, reinforcing its commitment to innovation and continuous service improvement.

“We are teaming up with 3CLogic to revolutionize our ServiceDesk offerings with cutting-edge AI technology. This strategic partnership enables Astreya to deliver exceptional customer and employee experiences through intelligent self-service, conversational AI, and AI-powered sentiment analytics. By integrating 3CLogic’s innovative solutions, Astreya will drive operational efficiency, reduce costs, and provide personalized support to our clients,” said Jothiganesh Nagarajan, COO of Astreya.

3CLogic is a ServiceNow-certified Technology and Advanced Platform Build partner with offerings spanning ITSM, CRM, Industry Workflows, and HR Service Delivery products. The company will showcase its latest Voice AI and contact center capabilities at global events in Dallas, London, Chicago, New York, Munich, and Amsterdam.

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