Enhancing IT Service desk experience - Hexaware SmartConnect

The Hexaware Smart Connect based on Amazon Connect is a powerful integration that unites ServiceNow’s industry-leading IT Service Management (ITSM) platform with Amazon Connect, a robust, cloud-based contact center service. This integration is designed to enhance customer service operations, streamline workflows, and improve overall efficiency by leveraging the advanced features of both platforms.

Key Features:

1. Seamless Integration: Smart Connect ensures a smooth and seamless integration between ServiceNow and Amazon Connect, enabling agents to access all customer interaction data directly within the ServiceNow interface. This integration eliminates the need to switch between multiple systems, enhancing agent productivity and efficiency.
2. Automatic Interaction Creation: When a call is received by the Smart Connect IVR and sent to an agent, this automatically generates an Interaction record in ServiceNow. This feature ensures that all customer interactions are documented, and no issue goes untracked, allowing for consistent and reliable customer service.
3. Unified Agent Desktop: Agents have access to a unified desktop within ServiceNow where they can manage all customer interactions, including voice calls, emails, and chats. This unified view helps agents provide more personalized and efficient service by having all relevant information at their fingertips.
4. Real-Time Data Synchronization: The integration provides real-time data synchronization between Amazon Connect and ServiceNow. This ensures that any updates made during a call are instantly reflected in the ServiceNow ticket, keeping all information up-to-date and accurate
5. Intelligent Call Routing: Leveraging Amazon Connect’s advanced routing capabilities, calls are intelligently directed to the most appropriate agent based on predefined criteria such as agent skills, availability, and customer priority. This results in faster resolution times and improved customer satisfaction.
6. Detailed Reporting and Analytics: The connector provides comprehensive reporting and analytics features, allowing managers to track key performance metrics such as call volume, average handle time, and customer satisfaction scores. These insights help identify areas for improvement and optimize contact center operations.
7. Omni-Channel Support: In addition to voice calls, the integration supports multiple communication channels, including chat and email. This omni-channel capability ensures that customers can reach support through their preferred method, enhancing their overall experience.
8. Automated Workflows: The ServiceNow platform’s powerful workflow automation capabilities are extended to Amazon Connect interactions. This allows for the creation of automated workflows that can trigger specific actions based on call outcomes, such as escalating high-priority issues or sending follow-up emails.
9. Enhanced Security and Compliance: The integration adheres to industry-standard security protocols, ensuring that all customer data is securely handled and stored. Additionally, it helps organizations comply with regulatory requirements by providing robust data protection and audit capabilities.
10. Scalability and Flexibility: The cloud-based nature of both ServiceNow and Amazon Connect ensures that the integration is highly scalable and flexible. Organizations can easily adjust their IT Help desk operations to accommodate fluctuating demand and business growth without significant infrastructure investments.

Hexaware Smart Connect is an essential tool for organizations looking to enhance their IT Service desk or customer service capabilities, streamline their operations, and provide a superior customer experience. By combining the strengths of ServiceNow’s ITSM platform with the advanced contact center features of Amazon Connect, this integration delivers a powerful, unified solution for managing customer interactions efficiently and effectively.