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KORE Selects 3CLogic AI-Powered Voice-first CX Platform to Elevate Customer Experiences and Drive Operational ROI
Deep integration with ServiceNow® CSM will replace disjointed systems with a unified platform to seamlessly manage, route, and measure both human and Voice AI engagements.
RIVERSIDE, Calif., Nov. 5, 2026 /PRNewswire/ — 3CLogic, the voice-first CX platform for the enterprise, today announced its selection by KORE Group Holdings, Inc. (“KORE”), a global leader in Internet of Things (“IoT”) connectivity, solutions and analytics. KORE will deploy 3CLogic to transform its global customer service operations, leveraging the solutions’ voice AI and contact center capabilities together with ServiceNow® Customer Service Management (CSM) to consolidate legacy systems, harness real-time transcription, and drive measurable return on investment (ROI).
The Challenge: Modernizing a Disjointed Agent Experience
As a global leader simplifying the complexities of IoT connectivity, KORE processes a high volume of complex technical inquiries that require rapid, accurate resolution. However, prior to selecting 3CLogic, the company’s customer service infrastructure faced operational bottlenecks. Disjointed legacy telephony systems resulted in manual call logging tasks, limited data visibility, and fragmented agent desktop experiences that hindered overall productivity.
To meet the evolving demands of its enterprise customer base, KORE sought to consolidate and replace these disconnected systems with an AI-driven, omnichannel solution capable of embedding natively within their existing ServiceNow CSM system. The immediate goals were to eliminate “swivel-chair” inefficiencies, reduce Average Handle Time (AHT), and provide a frictionless, unified workspace for both agents and supervisors.
The Solution: A Unified Platform for Human and Voice AI Engagements
With 3CLogic, KORE will centralize its voice and digital interactions directly within the ServiceNow Configurable Agent Workspace. Rather than relying on an aggregation of disjointed point solutions, KORE inherits a holistic CX platform designed to solve for both Voice AI agents and human engagements—allowing the enterprise to seamlessly build, deploy, route, and measure both equally. Key capabilities and expected value include:
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Intelligent Routing and Self-Service: By leveraging ServiceNow data in real-time, 3CLogic will enable KORE to dynamically route callers to the most appropriate human agent or automated self-service workflow based on caller intent, customer history, and account status. The intelligent experiences and voice workflows will reduce transfer rates, accelerate time-to-resolution, and empower customers to resolve routine inquiries independently.
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Real-Time Transcription and Generative AI: A critical driver in the selection process was 3CLogic’s robust GenAI feature set. KORE agents will no longer rely on manual, time-consuming note-taking. Interactions are instantly transcribed, summarized, and automatically associated with the designated ServiceNow Contact or Case. The built-in automation drastically reduces After-Call Work (ACW), significantly boosting agent utilization rates and delivering immediate ROI through lowered operational costs.
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Consolidated Reporting and Analytics: Unifying telecom data with ServiceNow’s system of record, KORE leadership will gain a single pane of glass for all CX reporting. The combination of rich, transcribed interaction data and native ServiceNow analytics provides comprehensive insights into agent performance, customer sentiment, and contact center trends.
