ServiceNow Voice with Amazon Connect
Integrate ServiceNow Voice with Amazon Connect.
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About
ServiceNow Voice for Amazon Connect integrates with ServiceNow Configurable Workspace, Interaction Management, Interaction Controls Component (a softphone UI embedded in the Interaction Page), and Real-time Transcription, enabling agents to manage voice interactions without leaving the workspace.
Key Features
This application includes the following key features:
- Step-by-step instructions and templates for integrating with Amazon Connect
- New Outbound Flow templates to manage outbound calls
- Transcription, Recording, and Customer Sentiment Analysis displayed in the workspace
- Support for phone channel analytics using AWA work items and Workforce Optimization
- Amazon Connect integrated with ServiceNow native voice controls on the interaction page
- Screen pops
- Extensible support for Data Dips
- Integrated Amazon Connect with ServiceNow native voice controls on the interaction page
- Real-time Transcription
- ServiceNow Voice AI integration capabilities
- Voice AI toggle integrated into the Amazon Connect setup guide
- End-to-end call flow continuity through Voice AI to live agents
- Inbound call management with Amazon Connect
Version History (11)
+ 1 more versions