ServiceNow integration with Amazon Connect

Move your customer contact center and IT helpdesk onto the cloud and into the next generation

Combine ServiceNow’s powerful service management solutions with Amazon Connect’s cloud-based customer contact center service using VoiceFoundry’s CTI integration. With both platforms connected, companies can harness the strengths of each and simplify the work of agents. This allows them to quickly identify customers and their issues, and provide them with a solution, making customer service centers and helpdesks more efficient and cost-effective while driving higher external and internal customer satisfaction.

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ServiceNow and Amazon Connect contact center

Advanced call control panel providing a virtually frictionless link between ServiceNow’s Open Frame API and Amazon Connect. Keep Reading »

  • Learn
  • Launch
  • Work with an APN Partner
  • Purchase
  • Get help
  • Learn
  • Learn

    Solution highlights:

    • ­Seamless cloud-based integration provides pay-as-you-go scalability and prevents system obsolescence
    • ­Systems, tools, and departments are connected, eliminating “swivel chairing” between screens and tools
    • ­Agents can easily identify customers, route them properly, and solve their issues more efficiently
    • Agent stress and churn can be greatly reduced as customer interactions are faster and smoother
    • ­Organizations have vastly improved visibility into the overall health and costs of their call centers and helpdesks
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    Key Features:

    • Inbound screen pop with call context delivers the ability to set up an inbound service bot collecting key customer data. If a customer elects to interact with a live agent, their record is already visible
    • Consolidated call control allows for users to fully embed their call management capabilities within the ServiceNow desktop for a single, easy to use interface
    • ­Automated case mapping captures details like duration and timestamp and creates a URL to access the complete call recording within the ServiceNow account history
    • ­Outbound click-to-dial functionality enables agents to quickly leverage contact details within a ServiceNow record and click to trigger an outbound call through Amazon Connect

    APN Partners with validated Amazon Connect capabilities deliver Contact Center implementations, integrate relevant AWS services, and accelerate the ramp-up of new users. This solution was developed in collaboration with ServiceNow, an APN Advanced Technology Partner and VoiceFoundry, an APN Consulting Partner.

    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from APN Partners that include AWS co-investments. Click below for more information.

  • Launch
  • Launch

    You can launch the ServiceNow integration for Amazon Connect utilizing an AWS Quick Start integration.

    The AWS Quick Start integrations for Amazon Connect follow best practices from AWS for the highest level of security and availability. You can deploy solutions, as needed, based on your demands and business objectives.

    VoiceFoundry’s ServiceNow/Amazon Connect integration can also be requested for installation via the ServiceNow Store.

    A complete guide for setup and configuration of the app can be directly accessed here.

    For additional questions or feature enhancements or to request enhanced support options for this integration, please visit the VoiceFoundry website at www.voicefoundry.com/servicenow-cti-connector

  • Work with an APN Partner
  • Work with an APN Partner

    APN Partners offer consulting offers for Amazon Connect to help you quickly discover value from this solution. Follow these links to find more about these APN Partners and their consulting offers, and to request more information or support.

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    ServiceNow and Amazon Connect contact center

    Advanced call control panel providing a virtually frictionless link between ServiceNow’s Open Frame API and Amazon Connect. Keep Reading »

  • Purchase
  • Purchase

    The app on the ServiceNow store is available free of charge for existing customers of ServiceNow IT Service Management (ITSM) or ServiceNow Customer Service Management (CSM) solutions and AWS Connect.

    Once downloaded, the app is functional and ready to be configured pursuant to the provided service guide. To achieve additional, powerful capabilities and functionality, VoiceFoundry offers a broad array of custom and packaged services to assist with the design, development and as desired, lifecycle management of the enhanced application.

  • Get help
  • Get help

    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from APN Partners with validated Amazon Connect consulting capabilities that include AWS co-investments. Click below for more information.

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    AWS Credits
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Learn more about Amazon Connect

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