3CLogic, the leading Voice AI and cloud contact center platform purpose-built for ServiceNow, today announced its latest partnership with iTSM Group, a premier ServiceNow Elite Partner. The partnership brings together 3CLogic’s award-winning contact-center-as-a-service (CCaaS) solution and iTSM Group’s deep ServiceNow expertise and strong regional presence to jointly deliver advanced customer and employee experiences to enterprises across the DACH region (Germany, Austria, and Switzerland). The collaboration comes at a pivotal moment as enterprises rethink how voice, digital engagements, and service workflows come together.
3CLogic: Advancing Voice-First ServiceNow Experiences
Despite rapid growth in digital and AI-driven channels, voice remains a critical engagement channel for high-value and time-sensitive interactions. Research indicates that 55% of customers still prefer speaking with a live agent when facing urgent or complex issues, such as service outages or travel disruptions. At the same time, 82% of organizations expect AI to increase voice traffic, fueled by faster resolution times, lower cost per call, and improved customer satisfaction.
As a ServiceNow Advanced Platform Build Partner, 3CLogic continues to innovate on the Now Platform, most recently announcing enhancements that further transform voice-enabled customer service with AI-driven automation, analytics, and tighter alignment with ServiceNow’s Customer Service Management (CSM) and IT Service Management (ITSM) products.
By weaving voice with ServiceNow data and workflows, 3CLogic enables enterprises to support the next generation of contact center operations—where AI augments agents, accelerates resolution, and ensures voice remains a strategic, data-rich channel rather than a disconnected endpoint.
“Enterprises are at a critical inflection point where voice, AI, and enterprise workflows must operate as one,” explains Guillaume Seynhaeve, VP of Alliances at 3CLogic. “The partnership with iTSM Group reflects a shared commitment to helping organizations move beyond siloed contact center architectures toward a ServiceNow-first engagement model. Together we’re enabling enterprises to deliver faster resolution, more connected experiences, and the human touch that still matters most when customers and employees need it.”
iTSM Group: Trusted ServiceNow Leadership
iTSM Group brings extensive experience delivering ServiceNow solutions across the DACH region, supported by its ServiceNow Elite Partner status and recognition as ServiceNow EMEA 2025 Reseller Partner of the Year. These distinctions reflect iTSM Group’s proven ability to help enterprises modernize service operations, optimize workflows, and realize measurable business value from ServiceNow investments.
Through the partnership, iTSM Group expands its portfolio to include advanced voice and contact center capabilities that align with ServiceNow’s role as the system of engagement —helping customers unify service delivery across IT, customer service, and employee workflows.
"Our collaboration with 3CLogic allows us to integrate advanced voice and AI capabilities into ServiceNow in a way that truly supports organizations across the DACH region. Together, we aim to strengthen service operations and deliver measurable value to both employees and customers, reflecting our commitment to practical, results-driven solutions,” states Sebastian Biebl, Managing Partner and CRO at iTSM Group
"Our collaboration with 3CLogic allows us to integrate advanced voice and AI capabilities into ServiceNow in a way that truly supports organizations across the DACH region. Together, we aim to strengthen service operations and deliver measurable value to both employees and customers, reflecting our commitment to practical, results-driven solutions"
Managing Partner and CRO at iTSM Group
3CLogic + iTSM Group: Solving the Enterprise Challenge
As enterprises prepare for the future of service delivery, they face a clear mandate: integrate systems, elevate voice, and apply AI where it delivers real outcomes. The partnership between 3CLogic and iTSM Group enables organizations across DACH to do exactly that, bridging the gap between contact center engagement and enterprise workflows while supporting the evolving expectations of customers, employees, and service leaders alike.
Together, the companies will help enterprises build intelligent, voice-enabled ServiceNow experiences that scale with demand and deliver lasting value.
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, Conversational 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 www.3clogic.com.
About iTSM Group
The iTSM Group consists of iTSM Consulting GmbH, founded in 2000, as the parent company, and several subsidiaries and affiliated companies. The core business relates to digital transformation in enterprise service management. All iTSM Group companies support their customers in mastering digital services holistically–from needs analysis to strategy and realization to ongoing operation. In 2025, iTSM Group merged with SOLVVision AG to become a leading Enterprise Service Management specialist in Europe. The headquarters of iTSM Consulting GmbH is Bodenheim near Frankfurt am Main, Germany. The group of companies currently employs more than 220 people and serves around 850 customers from business and public administration. For more information, please visit: https://www.itsmgroup.com/
