Cloud Call Center for ServiceNow allows you
to integrate third party telephony providers and enable voice channels on the Now Platform
to further enhance workflows and call center capabilities. Cloud Call Center automates support for common
requests like -password resets,
-checking the status of an existing task… …and more. This reduces the number of calls into the
call center through deflection, increasing caller satisfaction, and improving service
quality by enabling managers to review and assess calls. Callers can resolve their inquiries with intelligent
automated options... ...and can be transferred to a live agent
for more personal assistance when they need it. Task history and interactions are available
for the agent to review so that the caller doesn’t have to repeat information when
they are transferred to an agent. To get started you’ll need to activate the
Call Center plug in along with the adaptor plugin for your provider of choice. Each provider adapter includes a set up guide
with step by step instructions to get your integration up and running. For this example, we’ll be using Amazon
Connect as the provider. With your integration setup completed, let’s
look at a scenario. Zeke calls support to check the status of
a request he submitted. Once he’s connected, an interaction record
is created. This contains information from ServiceNow
about Zeke, such as his name, title, location, and if he is a VIP. The Cloud Call Center recognizes Zeke’s
location and informs him that there is a Wifi issue in his office. Fortunately, Zeke is not experiencing that
issue, but he would like to get an update on the status of a request he submitted for
an external hard drive. Once Zeke’s request is located, he is provided
with an update. However, in this case, Zeke needs
the request to be expedited. From here, the Cloud Call Center transfers
Zeke to an agent where he can get live assistance. The agent who receives the call immediately
has the information needed to help resolve the request. Meanwhile, the manager is viewing metrics
such as CSAT, call handle time, and abandonment rates across their team in real time. They can listen-in on calls and provide support
to the agent through the work notes. Additionally, they can view completed interactions,
listen to the recordings, and review sentiment analysis for each call the team handles. When coaching opportunities arise, the manager
can create and complete an assessment, all from one screen. Cloud Call Center enables your agents to efficiently
resolves requests while offering high levels of customer satisfaction in addition to saving
cost and time. Over time agent performance is improved, through
analysis and training. For more information, see our product documentation,
knowledge base, or podcast. Or ask a question in the ServiceNow Community.