Case Study: TTEC achieves 38% faster handle times with ScreenMeet Remote Support in ServiceNow

TTEC cuts handle time by 38% with ScreenMeet

TTEC, a global company providing IT support for 50,000 employees across six continents, needed a secure and efficient remote support solution that could scale effectively. Their challenge was to streamline workflows and achieve a measurable return on investment beyond what their existing tools could offer. They turned to the vendor ScreenMeet to implement its AI-powered remote support solution natively within the ServiceNow platform.

By implementing ScreenMeet's native solution in ServiceNow, TTEC achieved significant improvements. The results included a 38% reduction in handle time, bringing it down from 45 to 28 minutes, with ScreenMeet now being used in 90% of support calls. Furthermore, the AI-powered quality assurance feature allowed them to scale call reviews from just 5-10 per technician to over 15,000 sessions per month, transforming their support operations with greater speed and insight.

TTEC