Support Excellence Unleashed: TTEC’s Success with ScreenMeet’s AI-Powered, Native Remote Support in ServiceNow

Scaling Secure, Smart Support: TTEC’s Win with ScreenMeet in ServiceNow

When you’re running IT support for 50,000 employees across six continents, efficiency and security aren’t optional, they’re mission-critical. TTEC’s global help desk needed more than just another remote support tool. They needed a secure, cloud-native solution that could scale, simplify workflows, and deliver real ROI.

They found it in ScreenMeet, natively embedded in ServiceNow.

The results speak for themselves:

• 38% faster handle time – from 45 minutes down to 28
• 90% of calls powered by ScreenMeet (~10K sessions per month)
• AI-powered QA scaled from just 5–10 call reviews per tech to 15,000+ sessions per month
• Security peace of mind with Zero Trust access, fully inside ServiceNow

TTEC didn’t just improve their IT help desk—they transformed it. With ScreenMeet, their support teams are resolving issues faster, preventing problems before they escalate, and capturing AI-driven insights that fuel documentation, training, and automation.

Read the full 2-page case study HERE, and watch the video here.