When you support 50,000 employees across six continents, IT operations can’t afford friction. At TTEC, that friction was growing—especially as 45,000 shifted to permanent work-from-home roles during the pandemic.
TTEC needed more than a remote support tool. They needed a secure, scalable, and intelligent solution—and they found it in ScreenMeet, natively embedded in ServiceNow.
“We used to average over 45 minutes per support call. Now we’re under 28,” says Derek Chase, Executive Director of Sustained Infrastructure at TTEC. “ScreenMeet is a huge reason why.”
Before ScreenMeet, TTEC’s support agents were juggling disconnected tools and legacy collaboration platforms. Remote troubleshooting was clunky, required downloads, and could potentially introduce serious security risks, especially when bad actors could mimic support tools through phishing.
With ScreenMeet natively embedded in ServiceNow, everything changed:
“We now use ScreenMeet on 90% of our calls. No more swivel-chair support—everything stays in-platform,” says Chase.
Security was non-negotiable. After a full review of their support stack, TTEC’s security team flagged legacy remote tools as a potential vulnerability. ScreenMeet’s approach—embedding support sessions into the ServiceNow workflow and locking them behind TTEC’s secure, vanity-branded access—gave them confidence and control.
It also eliminated exposure to freemium downloads and phishing schemes that plagued older tools.
“Now we can spot the 4 steps that fix a recurring issue—and eliminate the other 23 unnecessary ones,” Chase explains. “It’s not only efficiency—it’s knowledge.”
That insight feeds back into documentation, training, and even automation strategies. TTEC’s developers can now use AI summaries to proactively build fixes that reduce future support needs altogether.
Looking ahead, TTEC’s vision is to move from responsive support to proactive resolution. By identifying patterns in ScreenMeet’s AI summaries, they’re exploring ways to push preventative fixes before issues escalate, targeting groups of machines that match problem profiles and addressing them automatically.
“The AI summary isn't just documentation—it's a roadmap for future service improvements."
TTEC didn’t just improve support. They transformed it.
By embedding ScreenMeet inside ServiceNow, they achieved:
“Support excellence isn’t just a goal—It's what we are unleashing with the help of ScreenMeet,” says Chase.
With ScreenMeet and ServiceNow, that’s exactly what TTEC did.
Watch the full story of how TTEC powers global IT support with AI and ScreenMeet, natively in ServiceNow.
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