ServiceNow in AWS Marketplace: Contact center and cloud transformation

Cloud transformation: woman using tablet and laptop in an office

ServiceNow is excited to announce the launch of two groundbreaking use cases in the AWS Marketplace: cloud transformation and next-generation contact center. These innovations are part of our ongoing mission to revolutionize how businesses manage their cloud environments and interact with customers.

Accelerating cloud transformation

Cloud transformation is no longer just a buzzword; it's a strategic imperative for businesses looking to stay competitive in today's fast-paced digital world. As ServiceNow Chairman and CEO Bill McDermott says, “We’re witnessing a generational shift to cloud platforms.”

Gartner® estimates, “By 2028, modernization efforts will culminate in 70% of workloads running in a cloud environment, up from 25% in 2023.”¹ In our opinion, ServiceNow has proactively addressed this need by creating a Cloud Center of Excellence (CCoE).

The CCoE drives enterprisewide cloud transformation initiatives, in addition to identifying the right workloads to transition to AWS. It also produces a progress report, delivering transparency to leadership throughout the transition.

Benefits of ServiceNow cloud transformation

Thanks to ServiceNow's integration with AWS, organizations can access a comprehensive suite of tools and services to expedite their journey to the cloud and benefit from:

Accelerated cloud adoption through streamlined processes and automation to help facilitate faster migration and easier management of cloud workloads
Improved control and governance with clear policies and workflows that help ensure proper cloud resource usage and security, mitigating risks associated with cloud adoption
Enhanced visibility and insights into the cloud environment through a unified platform for better decision-making
Reduced costs as a result of automated tasks and optimized resource usage for efficient cloud resource management
Increased agility and innovation for fast deployment and easier scaling of cloud resources

By 2028, modernization efforts will culminate in 70% of workloads running in a cloud environment, up from 25% in 2023. -Gartner IT Infrastructure, Operations & Cloud Strategies Conference 2023 London: Day 1 Highlights, Nov. 20, 2023

Revolutionizing customer engagement

In today's hyperconnected world, delivering exceptional customer experiences is paramount. When resolutions take a long time, satisfaction rates plummet to 30% and customer attrition increases four times, according to MarketSplash.

When issues are resolved quickly and on first contact, satisfaction can exceed 90%, with customers willing to pay a premium price. ServiceNow's integration with AWS brings forth a next-generation contact center solution that helps improve customer engagement through the power of AI and seamless omnichannel support, offering these benefits:

Empowered self-service through the integration of Now Assist in Virtual Agent with Amazon Connect, Lex, and Transcribe for common inquiries and issues, helping to reduce agent workload and call volume
Seamless omnichannel engagement through web browsers, mobile chat, and voice—all within a consistent ServiceNow interface
Fast issue resolution thanks to agents being equipped with ServiceNow context and relevant knowledge base articles
Cost optimization through streamlined workflows and automated tasks
Improved scalability with AWS Connect cloud infrastructure alongside ServiceNow workflow automation capabilities to help ensure organizations can meet customer needs efficiently, even during peak periods

Driving innovation

As businesses continue to navigate the complexities of digital transformation, the collaboration between ServiceNow and AWS, including our availability in AWS Marketplace, offers a compelling proposition. By using the power of these integrated solutions, organizations can accelerate their cloud transformation journey while delivering superior customer experience.

ServiceNow and AWS are at the forefront of driving innovation and enabling businesses to thrive in the digital age. Now is the time to embrace the future of digital transformation and unlock the full potential of your organization with ServiceNow in AWS Marketplace.

Find out more about how ServiceNow and AWS drive innovation.

¹ Gartner press release, Gartner IT Infrastructure, Operations & Cloud Strategies Conference 2023 London: Day 1 Highlights, Nov. 20, 2023

GARTNER, Magic Quadrant, and Peer Insights are registered trademarks and service marks of Gartner Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.