Riverside, Calif. – November 06, 2026 -- KORE Group Holdings, Inc., a global Internet of Things (IoT) connectivity provider, has selected 3CLogic to replace disjointed legacy telephony systems with a voice AI and contact center platform built natively inside ServiceNow Customer Service Management (CSM).
KORE targets manual logging and fragmented agent desktops
KORE handles a high volume of complex technical inquiries. Its legacy telephony stack forced agents into manual call logging, limited data visibility and fragmented desktops, which hurt productivity. The company's stated goals are to end "swivel-chair" work between systems, cut Average Handle Time (AHT) and give agents and supervisors one workspace.
3CLogic centralizes voice and digital interactions in ServiceNow Configurable Agent Workspace
KORE will run voice and digital interactions inside the ServiceNow Configurable Agent Workspace. The platform lets the company build, deploy, route and measure both Voice AI agents and human agents on equal terms, rather than stitching together point solutions.
The deployment has three core components:
- Routing: Real-time ServiceNow data will route callers to a human agent or an automated self-service workflow based on caller intent, customer history and account status. The goal is fewer transfers and faster time-to-resolution.
- Transcription and GenAI: Calls are transcribed and summarized, then attached automatically to the relevant ServiceNow Contact or Case. This is meant to cut After-Call Work (ACW), raise agent utilization and lower operating costs. KORE cited the GenAI feature set as a critical factor in its selection.
- Reporting: Telecom data will be combined with ServiceNow's system of record, giving KORE leadership a single view of agent performance, customer sentiment and contact center trends.
KORE plans Speech Analytics, Coaching and Voice AI Hub expansion in early 2027
The initial rollout is the base for a longer AI strategy. Under new budget initiatives in early 2027, KORE will add Speech Analytics and Coaching capabilities, plus Voice AI Hub for building and deploying voice AI agents. 3CLogic's AI Evaluations tool is also part of the plan to optimize return on investment across KORE's customer service operations.
Erica Boos, Customer Experience Leader at KORE, said real-time transcription and automated data entry should deliver operational efficiencies and tangible ROI while letting her team focus on customer experience.
Bob Doherty, VP of Global Sales at 3CLogic, said, "voice is no longer just a channel strategy, it is an AI strategy."