The help desk is finally getting a voice upgrade. Astreya Partners, a global IT managed services provider (MSP) serving some of the world’s biggest tech companies—including six of the so-called Magnificent Seven—has chosen 3CLogic to power its ServiceNow-based contact center with AI-driven voice technology.

The move reflects a growing trend in IT services: ditching email-heavy workflows in favor of conversational, real-time support that actually matches the urgency of enterprise IT issues. With more than 2,400 IT professionals spread across 40+ countries, Astreya needed a solution that could modernize interactions while squeezing more efficiency from its sprawling service operations.

Why Voice AI Now?

Email still dominates enterprise IT support—but it’s often the slowest way to solve complex problems. By bringing in 3CLogic’s Voice AI and omnichannel contact center platform, Astreya aims to deliver faster resolutions and create a unified workspace for agents, administrators, and clients.

Key features of the integration include:

• Omnichannel platform: A single workspace that combines voice with ServiceNow’s digital channels, cutting down on “swivel-chairing” between systems.

• Voice AI & automation: Conversational voicebots powered by ServiceNow data handle common requests while escalating complex cases to human agents.

• Real-time transcription & AI summaries: Calls are automatically transcribed and condensed into generative AI-powered notes, saving agents time and reducing errors.

• AI-powered coaching & QA: Speech analytics and performance monitoring let IT teams train and optimize at scale without manually reviewing every call.

A Smarter Service Desk

Romil Bahl, Astreya’s CEO, called the partnership a way to “deliver digital workplace services that scale, adapt, and continually raise the bar for service excellence.” His COO, Jothiganesh Nagarajan, added that the collaboration will bring “intelligent self-service, conversational AI, and sentiment analytics” to the company’s service desks—positioning Astreya as a leader in AI-driven IT support.

3CLogic, for its part, sees the ServiceNow tie-in as a natural fit. “IT departments are the backbone of any modern organization,” said Bob Doherty, VP of Sales at 3CLogic. “Embedding this functionality into existing ServiceNow workflows to drive exponential ROI is a no-brainer.”

What’s Next

The rollout starts with Astreya’s Digital Workplace Services division but won’t stop there. The MSP plans to extend 3CLogic’s capabilities across more business units, betting that AI-powered service desks will not just reduce costs but also improve client satisfaction—a critical differentiator in the competitive managed services market.

With IT service desks under pressure to deliver faster, leaner, and smarter support, Astreya’s playbook may become the template for other global MSPs looking to marry ServiceNow’s ITSM backbone with AI-driven voice automation.

Get in touch with our MarTech Experts.