KORE Group Holdings, Inc. will deploy 3CLogic's voice-first customer experience platform to overhaul its global customer service operations, the company announced. The deployment ties 3CLogic's voice AI and contact center capabilities to ServiceNow Customer Service Management (CSM), with the stated aim of consolidating legacy systems, enabling real-time transcription and driving measurable return on investment.

3CLogic describes itself as the voice-first CX platform for the enterprise. KORE is described as a global leader in Internet of Things connectivity, solutions and analytics.

The Problem: Fragmented Legacy Systems

KORE handles a high volume of complex technical inquiries that require rapid, accurate resolution. According to the announcement, its customer service infrastructure faced operational bottlenecks before the selection of 3CLogic.

Disjointed legacy telephony systems produced manual call logging tasks, limited data visibility and fragmented agent desktop experiences that hindered overall productivity, the company said.

KORE sought to replace those disconnected systems with an AI-driven, omnichannel solution capable of embedding natively within its existing ServiceNow CSM system. The immediate goals cited were to eliminate “swivel-chair” inefficiencies, reduce Average Handle Time (AHT) and provide a frictionless, unified workspace for agents and supervisors.

The Solution: One Platform for Human and Voice AI

With 3CLogic, KORE will centralize 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 address both Voice AI agents and human engagements, allowing the enterprise to build, deploy, route and measure both equally, according to the announcement.

Key capabilities and expected value include:

  • Intelligent routing and self-service: Using 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 company says these intelligent experiences and voice workflows will reduce transfer rates, accelerate time-to-resolution and empower customers to resolve routine inquiries independently.
  • Real-time transcription and generative AI: 3CLogic's GenAI feature set was described as a critical driver in the selection process. 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 is expected to drastically reduce After-Call Work (ACW), boost agent utilization rates and deliver immediate ROI through lowered operational costs.
  • Consolidated reporting and analytics: Unifying telecom data with ServiceNow's system of record will give KORE leadership a single pane of glass for all CX reporting. The combination of transcribed interaction data and native ServiceNow analytics is intended to provide comprehensive insights into agent performance, customer sentiment and contact center trends.

A Phased Approach to AI Optimization

The initial deployment will serve as the foundation for KORE's broader, long-term AI strategy. Aligning with new budget initiatives in early 2027, KORE will further expand its 3CLogic footprint by introducing advanced Speech Analytics and Coaching capabilities to drive continuous optimization, as well as Voice AI Hub to build and deploy voice AI agents.

The plan will empower KORE to leverage 3CLogic's latest AI solutions, including AI Evaluations, to optimize ROI across its entire customer service operations.

Executive Perspectives

Erica Boos, Customer Experience Leader at KORE, framed the integration as an extension of the company's core mission.

"Our mission at KORE is to simplify the complexities of IoT for our customers, and that philosophy must extend to our internal customer support operations,“ Boos said. ”By integrating 3CLogic with our ServiceNow CSM instance, we are empowering our agents with the intelligent, unified tools they need to resolve issues faster. The addition of real-time transcription and automated data entry will not only drive tremendous operational efficiencies and tangible ROI, but also allow our team to focus entirely on delivering a world-class customer experience."

Bob Doherty, VP of Global Sales at 3CLogic, positioned voice as central to enterprise AI strategy.

“We are thrilled to partner with an industry innovator like KORE,” Doherty said. "In today's enterprise landscape, voice is no longer just a channel strategy, it is an AI strategy. By unifying voice, generative AI, and IT workflows directly inside ServiceNow, KORE is positioned to dramatically enhance agent productivity while unlocking powerful, data-driven insights from every single customer interaction."

Company Backgrounds

KORE describes itself as a global leader in IoT connectivity and managed services, helping organizations simplify the complexity of deploying, managing and scaling connected solutions. Through global carrier relationships, a technology platform and operational expertise, KORE says it provides secure, reliable and scalable connectivity, managed services, location-based services and analytics to customers across industries and geographies.

3CLogic describes its offerings as patented and award-winning AI-powered cloud contact center solutions purpose-built to enhance leading CRM and Customer Service Management platforms. Its capabilities include intelligent self-service, Generative AI, Conversational AI, agent automation and coaching, and AI-powered sentiment analytics, designed to lower operational costs, maximize ROI and deliver faster, more personalized interactions for IT, employee and customer service.