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.”
From Reactive to Responsive
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:
- 1-click remote sessions launched directly from the incident record
- No downloads, no switching platforms—everything stays inside ServiceNow
- Secure, Zero Trust architecture with controlled access
- Fewer tickets, faster resolutions, and a dramatically improved support experience
“We now use ScreenMeet on 90% of our calls. No more swivel-chair support—everything stays in-platform,” says Chase.
Locked Down and Locked In
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.
Smarter Support with AI Summaries
Then came the real game changer: AI-powered session summaries.
Historically, TTEC’s QA teams could only review 5–10 calls per technician each month. As part of their AI-driven QA initiative, which utilized ScreenMeet's AI-generated summaries, they now analyze every session—up to
15,000 per month—with full visibility into:
- The exact actions techs took on user machines
- Time spent on each step
- Trends in support behavior and resolution paths
- Sentiment and complexity metrics for each session
“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.
The Future: Proactive Problem Solving
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."
The Takeaway
TTEC didn’t just improve support. They transformed it.
By embedding ScreenMeet inside ServiceNow, they achieved:
- 40%+ reduction in average handle time
- Significant increase in first call resolution
- Better agent productivity and faster return to production
- Security peace of mind through Zero Trust support access
- AI-driven insights to scale smarter support and automation
“Support excellence isn’t just a goal—It's what we are unleashing with the help of ScreenMeet,” says Chase.
Stay in ServiceNow. Stay secure. Make support smarter.
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.
Prefer to watch on YouTube? You can do that here.
