okay we'll get started because uh we do have this recorded and we will be sharing it so welcome everybody uh my name is Neil ceki uh director of outbound product management at service now and I'm also joined by kin toe our senior principal product manager um and today we'll be talking about getting started with Amazon connect voice routing with advanced work assignment so let's get started uh first of all of course uh because you know anytime we're talking about the product uh you know of course there's always a potential that we talk about uh future capabilities and so always make your purchasing decisions based on currently available functionality and uh let's get through a little bit of logistics here um so of course you can join us for future webinars and 360 exchanges uh we do have our live on service now interactive series on the community you can go ahead and scan the QR code there uh and you'll be able to uh get access to those uh we have lots of ond demand great content from previous sessions um and again we'll share the recording and uh and the presentation from today uh just a few housekeeping rules uh so we will save time at the end for qu question and answers um you can use the Q&A button at the bottom of your screen uh and post your questions there we'll be happy to answer those um love questions it makes the the session a lot more engaging um it will be recorded and shared on the community along with the other on demand sessions and after the event you'll be prompted uh to fill a quick survey we appreciate your feedback um we want to get better we want to give you great content and sessions so please do take a moment to fill that out so like I said uh my name is Neil uh I work in the customer service management uh area of our product and I'm joined by kimlin who's uh on the in product side who's going to take us through a bit more of the functionality but uh first uh I'm going to take you through an overview of our you know kind of contact center as a whole um and then we'll get into service now voice uh unified routing on AWA and show you a demo of course that's always the fun part where we can show you a bit of the the product live there and uh so let's get started here so first of all want to set up a bit of context around contact centers um so that we understand the context of you know why this is helpful um so first of all contact center for anyone who's you know new to this area um is where support interactions happen it's where all your channels uh email web social voice of course all of these different channels come together uh and provide you the ability to manage those interactions um and so that's the key is that you've got all these different channels and you need to manage how they're actually um you know talking to your sales or service departments um and actually what's really important about engagement and customer experience is that the more that you can provide a better experience the more uh customers are actually willing to pay the more they're willing to be um loyal to a brand um and so this is backed by data so providing a better experience providing better Channel management um providing a way that your customers feel comfortable contacting you um will deliver a better experience and therefore uh drive more Revenue more loyalty uh and overall better customer relationship um and business goals of uh these types of organizations that are leveraging this contact center experience uh is you know really about you growing the business number one uh it means driving that that you know faster uh Revenue reducing your your costs to to uh offset that um providing a better experience uh from the operation side of things um being able to again manage and deploy all these different types of channels in an efficient uh way um and of course uh having all the digital channels allows you to have better data to be able to make better decisions um to provide uh again better and better customer experience so this is just a little bit bit of data around the need uh and the business goals of organizations that are leveraging context Center Solutions um and of course by leveraging that um the benefits that you're going to get from that are your agents are going to be more responsive they're going to understand from what you know all the different types of channels how a customer has reached out everything in one place being able to understand the client uh or the end user of any sort um being able to have insights around you know how different channels are performing different teams are performing really having the big picture view of the entire contact center having a clear path to satisfaction so being able to communicate via any any channel again our end users our customers have preferences around how they want to reach out um giving them the option giving them the freedom allows for a better experience uh better collaboration because you can actually use different tools you can Leverage different functionality by you know the different type of medium that you're engaging um and basically personalizing the experience uh and being really customer Centric so these are kind of the benefits around contact center Solutions and the challenges that we see typically uh and you might uh be familiar with these but you know number one is definitely too many applications so uh our you know agents need to switch between views switch between systems copy information a lot of context gets lost in doing that so providing them a way to actually be able to be in one system have one you know one single paint of glass allows them to have a better experience which means your customers end up with a better experience it means you can also uh you know dynamic Skilling and routing different tiers different products different Services require different skill sets um these are the types of things that need to be managed inside of a contact center and can be complex um channels again those channels and disparate tools the uh you know different customer Journeys that might happen being able to uh you know Stitch those together is extremely important and then being connected beyond the front lines so being able to see a clear chain of custody uh and insights all along the way providing transparency to both uh the end uh the agent the operations manager across the different teams um so being able to keep that connection um and there's many different challenges that that a contact center solution can address um these are just you know a few that we wanted to highlight but of course there's you know tons of other areas where um you know where there are challenges inside the contact center so I'm going to go ahead and pass it to uh kimlin who's going to talk us through service now voice uh and uh let you jump in here kimin thank you um Neil I'm gonna go ahead and uh share my screen sure go ahead so hello everyone uh good morning um I wanted to provide you an overview with our service now voice um service and in this context um I wanted to uh show you how um the service now voice fits into the contact center um in regards to um integration with service now um service now voice has uh different capabilities but in general it is a framework that allows either the customer or um our some of our partners um to create their own um CTI integration so one of the components that we have in service now voice is open frame this is um where uh the UI frame is positioned directly within a workspace so that the agent will be able to manage their um um phone interactions and um it will also interface directly to provide screen pops and other um um creation of uh cases um within the context of uh the uh agent experience um the other thing that we have of course with service now voice is um the real-time trans transcription this is where um we have um out of the box apis that enable um our partners to take um a speech to text um utterances and then of course provide that directly into uh service now uh via our conversations um uh object so that it will be able to show the realtime voice transcription in the conversation panel during the live call um so of course I talked about the UniFi experience so of course uh open frame and realtime transcription both live within the context of the configurable workspace so that um the agent themselves will be able to use the inbox to sync the um their presence between the so the the um uh ccass uh cell phone ccass of course is the contact center as a service and then from uh in that context they will be able to controls the call itself um and also all of the workflow Integrations that are uh that are within that solution um one of the service now voice capabilities we have out of the box is our uh reference integration to Amazon connect um in this integration we also have samples uh Lex integration s that will provide self-service uh to the customer so in the Lex integration we have we have components specific to CSM to itm and of course also HR um in this um um it provide for CSM we provide case creation updates and also allow the the customer to to check directly within the context of a case that they've entered or they've have logged previously and are just is trying to get uh status updates and of course um part of the the integration that we have for Amazon connect uh connect is we have um contact flows that are basically just um components of a call Flow that are uh we ship out of the box and as a customer you will be able to take this contact flow and customize it um to add your own um uh process Within in that context either for a live agent in Integrations or even for self um Services um the interaction management and Omni Channel integration is another com uh components uh within the context of service now voice what this mean is like I said for CSM we have um creations of uh cases and updates um in um in the uh solution and then of course um the the one of the other components that we have is Workforce optimizations so Workforce optimization is an it's a an optional where you will be able to see real-time operations and performances of teams and agents and currently we have um our um the service now uh wfo products integrated directly with Amazon connect so um these are also like I said um service now voice and you know open frame it's a it's a set of CTI Integrations that many of our partners are currently uses today in this image what you're seeing is our um own Amazon connect integration to the uh Amazon connect soft phone and of course we there are pre-built certified Integrations that you will be able to find on the service now voice store so some of the um of the Box uh some of these are of course first party um like genesis or 59 um others of course are third party but they do integrate directly with um with these other uh uh cast for example like Buna and Sutter they integrate directly to Cisco and um tfold um they have integration to um of course um to many different uh um C casts out there so these are just to show you you know some of the example that we have in our store so now I wanted to uh provide a little uh overview of how service now voice work uh within the context of service now and a third-party um contact center so for example when a consumer um or a customer make an inbound call s of course um they will be able to get into the thirdparty platform because it is a void it's going to land on the CCAP platform first this is where the ivr will be able this is the interactive uh uh uh voice response uh platform that will be able to do self-service uh for that customer so in this case it reaches into our operation Handler which will of course create the interactions uh up front with this interaction the the ivr will be able to track every you know all of the um um the the Tim stamp uh of that um uh the customer conversations and at some point um the uh ivr can also do additional Services uh selfservice like checking for you know and um checking for the the customer customers or the consumers validation of that and also if they need to update the as have information about a case then they will be able to do that also at some point of course um the customer may see may want to talk directly to a live agent this is where the CCAP platform of course come into the call routing and the queuing mechanism where the you the customer calling in will be able to hear hold music while they're waiting in queue to find the next available agent and then of course once that agent has been found then um the the call itself and that um and the interactions will be um provided to that agent and then that screen pop directly on the agent uh workspace so now we will get into directly into what UniFi routing means on um um AWA so this is the current contact center reference architecture we have today this is where um the uh it's a v Federate routing via third party so in this case all of the customer channels can be either from uh service now or from the context of um the the uh contact center application um and all of the self-service capabilities that are available within uh service now are accessible by all of these channels um and then of course the agent desktop is where we were talking about previously where the open frame soft phone would be on that um on the agent desktop and then based on the um the channels for example for a phone call the the voice of course will be routed by the the um third party cast and then of course all of the other channels that are handled by service now will be routed directly by um uh advanced work assignment also known as AWA and of course if there are uh Workforce um management could could also be tied directly into that agents um um the agents work um um within that sessions so now let's talk about UniFi routing on our platform in this case um the uh capabilities um was in have been introduced in Washington in the q1 of this year in this context um if you think about the previous slide that I have said the voice was routed by the third party while the um all of the service now channels are routed by AWA what we've done is extend that even further where the voice um uh channels are also routed by AWA in this case what we are positioning what we are uh showing is that um all of the rules and um all of the rules and the assignment groups and the cues that you set up within the context of AWA will be um uh provided by the Admin and and of course managed directly in service now uh one of the thing that we've done with this is of course in in um we did a a um U reference implementations for Amazon connect in Amazon connect um all of the cues are going into a single queue and then based on the a the customers um request for live agent we are uh providing the um uh that call directly into um AWA to route and this is where we are sending all of the even the call requests into AA throughout everything um let's take it deeper into the architecture to show you all of the components that are involved in the flow so for example um a customer will make a call into an 800 number our voice end points that are provided um uh for service again again um the ivr of course would take over and provide some type of self-services to that customer at some point the customer decided that no I want to speak to a live agent when that call is being queue on um on the cast we will issue a route request directly to the AWA and of course at that point um the agent um will get um the box um um ex um inbox card that tells a little bit about what this call is and who's the call U is from um and what we have here is of course the calls from a guest but if that call uh if that phone number had been validated and and um uh tracked against a specific customer then of course that name will also show up one of the thing um that we have in this context is of course the customer profile will be part of service now the agent profile will be will be service now and of course all the skills uh capacity management of course how many phone call um um you know the the number of uh chat email calls um that that agent is um available for of course is managed by by AWA because um the source of the routing is going to be uh serviced now one of the thing that we do you sync with um the third party of course is the presence so when an agent changed their uh present um in the inbox in the service now um agent workspace if they change from offline to available the soft phone will be there to do to also make the to change so that's where we sync the presence the other thing that we do sync is of course the agent profile uh we do have in our um uh implementations we do have a table that will provide a um corresponding um record between the agent um uh between service now and uh Amazon connect and on Amazon connect we also have the same uh database table that basically keep tracks of um the um the um Amazon Connect contact the agent um uh and then of course the agent who has accepted so that we know um who is um making that call so one of the thing that that we do uh rely on the third party of course is the voice the audio from that voice right so when the agent have already have accepted the inbox card what um what happens is that at that point of um the acceptance event we will send a an instruction over to Amazon connect in our case will directly transfer that voice call directly into the agent's um soft phone the one thing that we are uh providing um is for even for transfer when the agent is transferring in um Amazon connect soft phone we are checking for the agent availability um and also if a group um you know available availability and then we transfer that call directly into that but the phone call itself will still go through Amazon connect so now what I'm going to do is um I'm going to show you um um a demo so this is a demo a recorded demo that we have provided um um and um uh by uh by one of our colleagues so you give me one moment here let's see a demo of voice routing with Amazon Connect using AWA a new feature in the q124 store release it enables service now's advanced work assignment to rout and assign voice calls on Amazon connect John Jason and netstock both work at a call center the call center uses Amazon connect and uses AWA rules to assign calls to agents agents can update their availability in their inbox which synchronizes with the status on the soft phone a customer Sam calls in welcome to service now in order to better serve you we would like to record parts of this call to give your consent please press one followed by the pound sign press any hello Sam how may I assist you speak to a live agent please describe your issue broken freezer broken freezer is this correct yes please wait while I transfer you to an agent AWA assigns Sam's call to John John finds the call in his inbox but rejects it as he is busy now AWA reassigns it to Ned Ned accepts the call in his inbox the phone interaction record appears on the screen and Ned and S are connected on the line to enable voice rooting by AWA admin first has to set the Amazon connect integration following the setup guide select the AWA voice routing checkbox to download The Right contact flow templates that set the basic configuration in Amazon connect for rooting inbound outbound and transfer calls using awaa now admin and call center managers can set the routing and assignment rules for voice in AWA set one for the default capacity of the out of the box Amazon connects service Channel using out of the box basic queue or your original queue assign appropriate agent groups to the queue along with the preferred assignment rule voice routing with Amazon Connect using AWA reduces operational cost by unifying routing engine and increases agent productivity by unifying their start point to inbox um thanks everybody for joining us um we will go ahead and wrap up I don't think we had any other final slides I was just realizing we might have had a wrap up but I think it was just the Q&A um but thanks again for joining and like I said we will share out the deck and the recording and we appreciate everybody's time uh thanks again have a great rest of your day thank you