Amazon Connect & ServiceNow Integration for Contact Center Automation

Ateko/BBM delivers a comprehensive integration of Amazon Connect and ServiceNow, enabling real-time case creation, workflow automation, and enhanced agent efficiency through AI-powered support experiences. Organizations benefit from a unified customer service platform that delivers personalized, efficient support across voice (inbound and outbound click-to-call), chat, SMS, and email channels.

Key Features: • Screen Pop: Automatically display customer information and interaction history in ServiceNow upon call receipt, giving agents a complete view of customer context. • Intelligent Call Routing: Route calls based on region, language, product interest, or custom workflow rules to ensure customers reach the most appropriate agent. • Automated Case Creation: Trigger case or incident creation in ServiceNow directly from call outcomes, reducing manual effort and handling times. • Automated ID&V: Streamline identification and verification processes within the contact flow. • Call Recordings and Sentiment Analysis: Access recordings with sentiment data directly within ServiceNow for quality management and coaching. • Real-time Queue Metrics: Supervisors monitor live queue metrics and contact center dashboards within ServiceNow screens. • Amazon Q for Agent Assist: Provide contextual guidance, knowledge base lookups, and case history summaries inside ServiceNow. • Voice-Driven Automation: Trigger ServiceNow workflows from voice inputs, including ticket prioritization, routing, or approvals. • Custom Fields: Map custom fields in ServiceNow to Amazon Connect data for additional agent context.

What's Included: • Discovery and Workflow Mapping across ServiceNow modules (ITSM, CSM, HRSD) to identify process efficiency improvements. • Amazon Connect Integration with ServiceNow CTI, embedding call controls and automatic case creation within the Agent Workspace. • Logging and Reporting Enhancements capturing call recordings, sentiment, and metadata inside ServiceNow. • Enablement and Go-Live Support including end-user training, documentation, and full testing.

Why Ateko/BBM: • AWS Advanced Tier Services Partner with Amazon Connect Service Delivery designation. • Certified ServiceNow Elite Partner with deep platform expertise. • Proven experience across enterprise IT, finance, healthcare, and logistics.

Connect Amazon Connect and ServiceNow with Ateko/BBM to unify your support channels and streamline service operations.