Frequently Asked Questions
Can’t find the answer you’re looking for? Reach out to our customer support team.
Contact Us
What are the benefits of ServiceNow Voice ?
  • Personalised customer journeys and integrated workflows with API calls into ServiceNow or back-end systems
  • Engage via voice-based interactions using natural language to create a case, update and check case status, and speak with an agent.
  • Embedded client within the ServiceNow desktop enabling users to answer omni-channel contacts through a single interface.
  • Inbound screen pop ups providing ServiceNow user with context of contact. ServiceNow users can rapidly access customer information including customer details and case history.
  • Store voice and digital interactions within ServiceNow
  • Make outbound calls to connect with a customer and automatically capture interaction details and simplify data entry.
  • Review call transcripts, sentiments, and recordings to explore coaching opportunities for agents. (Transcription and Sentiment services need to be enabled)
How much does ServiceNow Voice cost ?

Service Cloud Voice licensing is purchased from Salesforce. Contact your Salesforce representative for pricing. List pricing is available here

Service Cloud Voice with Amazon Connect Pricing -

What is ServiceNow Voice with Amazon Connect ?

ServiceNow Voice allows 3rd party Telephony systems to be integrated in the ServiceNow instance. This integration merges ServiceNow's robust workflow and incident management capabilities with Amazon Connect's sophisticated voice and call routing system. The result is a unified communication solution that streamlines customer interactions, automates workflows, and improves efficiency. This fusion not only boosts agent productivity and call management efficiency but also offers rich data analytics, leading to personalized customer support and improved overall service quality. The cloud-based nature of both platforms ensures scalability, flexibility, and robust security, making this integration a powerful tool for modern customer service management.

What is Self-Service ?
What is Sentiment Analysis ?
What is PCI DSS
What is Service Cloud Voice ?

An 'out of the box' integration providing cloud based PSTN and ACD capability​ for Salesforce agents. The Amazon Connect voice channel functions in unison with web and social channels via an embedded telephony soft-client within the salesforce agent experience. Screen pop ups within the salesforce desktop provide the context of calls and information including customer details and case history​. Agents can also click to dial a number within their contacts. Supervisors have access to real-time views of call routing, agent calls and the ability to be notified of calls in progress that may require assistance or coaching. Easy access to Amazon Connect capabilities such as intelligent call routing, Natural Language IVR (Amazon Lex), voice recording and sentiment analysis. The ability to build personal and dynamic customer experiences based on data retrieved from CRM via API calls​.

How much does Service Cloud Voice cost ?

Service Cloud Voice licensing is purchased from Salesforce. Contact your Salesforce representative for pricing. List pricing is available here

Service Cloud Voice with Amazon Connect Pricing -

What are the benefits of Service Cloud Voice ?

Simplify Contact Centre telephony purchasing, setup and management. Legacy PBX/Contact Centre equipment can be removed along with the need to jump between unconnected platforms.
Provide an enhanced customer service and employee engagement experience by enabling integrated workflow capabilities between Amazon Connect and Salesforce
Effectively route and resolve customer issues​ by increased self-service using A.I and automation​
Store and report on all voice and digital contacts within the Salesforce console

What is Amazon Connect?

An easy to use, Omnichannel cloud-based Contact Center. Amazon Connect helps businesses of all sizes deliver an enhanced customer experience at lower cost. . The underlying technology for Amazon Connect has been used by Amazon customer service executives around the world to power millions of customer conversations for over a decade. Built on the AWS public cloud, it has built-in high availability, dynamic scaling and global reach. The Amazon Connect service is evergreen so there are no upgrade costs and customers don't need any knowledge of the underlying proprietary vendor software or infrastructure.​

See Amazon Connect In Action

Arrange A Live Demo
crossmenu linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram