ScreenMeet

ScreenMeet provides enterprise remote support software integrated directly into platforms like ServiceNow, Salesforce, and Tanium. Its product eliminates agent tool-switching, offering platform-native remote control, screen sharing, and co-browse within existing workflows. A key feature, AI Assist, delivers real-time guidance and generates structured session summaries, embedding support data for operational efficiency.

Ben Lilienthal and Eugene Abovsky founded ScreenMeet in 2016. Their insight stemmed from enterprises struggling with fragmented support and inefficient workflows due to disparate tools. Lilienthal, a serial entrepreneur with prior exits, contributed business acumen. Abovsky, the technical co-founder, conceived an integrated solution to streamline enterprise support.

Global support and IT teams in demanding enterprises utilize ScreenMeet. The company’s mission is to deliver fast, secure, and scalable remote support seamlessly integrated into customer workflows. Its vision emphasizes continuous innovation in AI-powered, platform-native solutions, ensuring robust enterprise security and compliance.

# ScreenMeet: High-Level Overview

ScreenMeet is a cloud-based enterprise software company that provides platform-native remote support solutions for customer service and IT help desk operations.[1][2] Founded in 2015, the company builds purpose-built remote support tools that integrate directly into existing enterprise platforms—primarily ServiceNow, Salesforce, Microsoft, and Zendesk—enabling support agents to conduct screen sharing, video chat, and remote control sessions without switching between applications.[5][6] ScreenMeet serves approximately 50,000 customer service agents worldwide across enterprise organizations, helping them resolve technical issues faster while maintaining security compliance.[6]

The company addresses a critical operational challenge: support teams traditionally rely on disconnected tools that fragment workflows and slow resolution times. ScreenMeet eliminates this friction by embedding remote support capabilities directly into the CRM and ITSM platforms where agents already work, reducing administrative overhead and improving first-contact resolution rates.[4][6]

# Origin Story

ScreenMeet was founded in 2015 by veterans of online meeting and customer support industries who recognized the need for a new generation of enterprise-grade remote support tools.[1][2] The founding team, led by co-founder and CEO Ben Lilienthal, built the company with deep expertise in both the technical requirements of remote support and the operational constraints of large enterprises.[6]

The company gained significant traction by focusing on a specific pain point: the largest global enterprises operating remote support centers across multiple countries and languages needed solutions that could integrate seamlessly into their existing technology stacks rather than requiring agents to adopt yet another standalone tool.[3] This platform-native approach became the company's defining strategic differentiator and drove early adoption among Fortune 500 companies.

# Core Differentiators

• Platform-native architecture: ScreenMeet is built directly into ServiceNow, Salesforce, and other major enterprise platforms—not merely integrated as a third-party add-on. This eliminates tool switching and keeps agents within their existing workflow interfaces.[5][8]

• AI-powered assistance: The company has integrated generative AI capabilities, including AI Assist (real-time troubleshooting guidance) and AI Summarization (automated session documentation), which reduce resolution times by up to six minutes per incident and lower the skill barrier for support representatives.[4][6]

• Enterprise-grade security and compliance: ScreenMeet maintains SOC2 and ISO 27001 certifications, critical for organizations handling sensitive customer data.[4]

• Broad platform coverage: Unlike competitors focused on single platforms, ScreenMeet supports multiple major enterprise systems (ServiceNow, Salesforce, Microsoft, Zendesk, Tanium), making it a versatile choice for large, heterogeneous IT environments.[5][6]

• Scale and installed base: With approximately 400 million user devices running ScreenMeet and 50,000 active agents, the company has achieved substantial market penetration among enterprise customers.[6]

# Role in the Broader Tech Landscape

ScreenMeet operates at the intersection of two powerful trends: digital transformation acceleration and the shift toward embedded, platform-native software. As enterprises modernize their customer support operations—a trend accelerated by the pandemic but now permanent—they increasingly demand tools that reduce complexity rather than add to it.[2]

The company benefits from the broader consolidation of enterprise software around major platforms like Salesforce and ServiceNow. Rather than competing against these platforms, ScreenMeet's strategy of building *within* them positions the company as a complementary solution that increases the value of existing enterprise investments. This approach aligns with the industry-wide movement away from "best-of-breed" tool sprawl toward integrated, platform-centric ecosystems.

Additionally, ScreenMeet's integration of generative AI reflects the broader enterprise adoption of AI-assisted workflows. By embedding AI directly into support operations, the company helps address persistent challenges in contact center staffing and agent productivity—critical issues as labor markets tighten.

# Quick Take & Future Outlook

ScreenMeet is well-positioned to capture growing demand for intelligent, integrated remote support solutions as enterprises prioritize operational efficiency and employee productivity. The company's platform-native strategy insulates it from disruption by standalone competitors and creates switching costs that benefit long-term retention.

The key inflection point ahead is the full rollout of generative AI capabilities across ScreenMeet's entire product suite, including its SaaS offerings.[6] As the company monetizes AI features and expands into adjacent use cases (sales enablement, training), there is potential for significant revenue expansion beyond traditional IT support.

The broader question for ScreenMeet's future is whether platform-native embedding becomes the dominant distribution model for enterprise software—a trend the company is helping to pioneer. If so, ScreenMeet's early positioning and deep integrations could establish it as a category leader in the remote support and customer engagement space for years to come.