Integrate Amazon Connect and ServiceNow

• 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)

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 - Salesforce.com

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.