Seamless Amazon Connect and ServiceNow Integration

Elevate your customer service experience with our powerful integration of Amazon Connect and ServiceNow. This seamless integration enables communication through various channels, including voice (inbound and outbound click-to-call), chat, SMS, and email. Automate interactions based on specific use cases, enhancing efficiency and customer satisfaction.

Key Features: Call Recordings and Sentiment Analysis: View call recordings with sentiment analysis directly within the ServiceNow platform. Real-time Queue Metrics: Supervisors can access real-time queue metrics to manage operations effectively. Screen Pop: Automatically pop up an interaction screen in ServiceNow with customer information when a call is received, providing a complete view of the customer's history and details. Call Routing: Set up call routing rules based on data such as region, language, or product interest to ensure calls are directed to the most appropriate agent. Reporting and Analytics: Gain powerful insights with analytics and reporting capabilities, tracking key metrics like call volume, customer satisfaction, and agent performance. Custom Fields: Create custom fields in ServiceNow and map them to Amazon Connect data, providing agents with additional context about the customer.