One of the not so well-known features of ServiceNow is the possibility for seamless integration of Amazon Connect, which is an omnichannel contact center as a cloud service.

Amazon connect is something that is fascinating me out of its own, as I have been built in my past on premise solutions (who remembers Lucent, AT&T, Aspect) for what in these days where still called call centres.

And boy let me tell you, technology have gone a long way since mid-1990s. But this should not focus on Amazon connect, but on the integration with ServiceNow.

Cloud Call Center was introduced to ServiceNow with the New York Release.

Features:

• Calls can be started and accepted via the ServiceNow instance
• Bot interaction are possible for the caller (e.g. Integration with Password Reset)
• Agent availability managed in the ServiceNow instance (via Agent Inbox controls)
• Caller Notification for the agent
• Extension easily possible for further use cases (e.g. OpenFrame, Rest-API, AWS Lambda Function)
• Call metrics (e.g. agent call time, average call duration)
  
  

Benefits

• No more invest in phone technology needed, as all is VoIP based
• Integrated platform to utilize and leverage from all the features (e.g. Automation, Reporting)
  
  

I haven’t found in NowLearning anything sadly enough, so here is the currently available information I was able to find:

Documentation:

• Blog Article with the announcement
• Offical Documentation
• Amazon Connect
• How to get started