Amazon Connect and ServiceNow integration enables seamless communication through various channels such as voice inbound, voice outbound click-to-call,chat, SMS, email . Automation of interactions, including chat, SMS, and others, can be customized based on specific use cases .

Key Features

Call recordings and sentiment analysis : The integration enables businesses to view call recordings along with sentiment analysis in servicenow platform.

Real-time Queue Metrics: The integration allows for real-time queue metrics for supervisors.

Screen pop: When a customer calls, the integration automatically pops up an Interaction in servicenow screen with the customer's information, providing agents with a complete view of the customer's history and other relevant details.

Call routing: Businesses can set up call routing rules based on data, such as the customer's region, language, or product interest, ensuring that calls are routed to the most appropriate agent.

Reporting and Analytics: The integration provides businesses with powerful analytics and reporting capabilities, allowing them to track key metrics such as call volume, customer satisfaction, and agent performance.

Custom fields: The integration allows businesses to create custom fields in ServiceNow and map them to Amazon Connect data, providing agents with more context about the customer.