Getting help from IT has become easier in recent years thanks to web and phone-based self-service and automation solutions like those provided by ServiceNow and Amazon Connect. But some IT-related issues require a more personalized touch that only a human voice can provide.
Phone support can be a powerful user experience when it is efficient and user- friendly. The first step to streamlined phone support is breaking down the silos between phone and IT systems of record. That’s where the ServiceNow ITSM + Amazon Connect integration from VoiceFoundry comes in to play.
VoiceFoundry has developed a CTI connector that joins ServiceNow IT Service Management with the Amazon Connect cloud-based contact center service. This connector includes an advanced call control panel that integrates with ServiceNow’s OpenFrame API, providing a deeper association with Amazon Connect. Together, these solutions allow enterprises to dramatically reduce IT support costs while providing a richer, more satisfying experience.
Give Your IT Users the Experience they Deserve
Employees (your customers) calling in for IT support should not be subjected to the frustration of repeatedly confirming their identity or relaying an issue over and over again. With the ServiceNow ITSM + Amazon Connect integration, they’ll enjoy instant recognition from IT agents when calling in for support or being transferred between teams.
The connection between phone and IT incident management means that employee information is centralized and readily available to any agent assigned to help. The result is less time spent on administrative tasks, and more time to focus on resolving employee IT issues. This proactive experience will leave your employees feeling like a VIP and happy about the service they have received.
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Do More with Less Be the hero of the IT department, by finding a way to do more with less. The Amazon Connect integration to ServiceNow IT Service Management allows help desks to spin up a dynamic, ready-to-use call center in a matter of minutes. Now, IT can provide more support options to their users, at a fraction of the cost of a traditional call center. |
Jumpstart your IT Support Today The ServiceNow ITSM and AWS Connect solution, delivered through the VoiceFoundry CTI Connector, presents a compelling solution for IT help desks that want to delight their users with a powerful customer experience. |
About ServiceNow ITSM
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. Our single system of action allows you to consolidate tools, transform the way you deliver services, and improve customer experience. With ServiceNow ITSM, you can automate workflows, gain real-time visibility, and improve IT productivity, allowing you to switch your operational investments to innovation. Accelerate your digital transformation and elevate the service experience by providing consistent end-user services anytime, anywhere.
About Amazon Connect
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics–no specialized skills required. There are no up- front payments or long-term commitments and no infrastructure to manage with Amazon Connect. Customers pay by the minute for Amazon Connect usage plus any associated telephony services.
About VoiceFoundry ServiceNow CTI Connector
VoiceFoundry delivers an advanced CTI integration between Amazon Connect and ServiceNow, offering Contact Center agents the ability to easily look up customer profile information and deliver a more efficient interaction. The ServiceNow CTI Connector includes an advanced call control panel that integrates with ServiceNow’s OpenFrame API, providing a deeper association with Amazon Connect in order to deliver a friction-less customer experience.
