Servicenow Integration with Amazon Connect

[joesomprakash]

After integration servicenow with Amazon connect how to display real time metrics such as incident details/number about any caller profile when inbound call

[Vshi]

Hi @joesomprakash,

This response is my honest best effort to assistance in what way i can.

After integrating ServiceNow with Amazon Connect, you can use the Amazon Connect CTI Adapter for ServiceNow to display real-time metrics such as incident details/number about any caller profile when an inbound call is received.

Here are the steps you can follow:

1. Install the Amazon Connect CTI Adapter for ServiceNow: You can download the Amazon Connect CTI Adapter for ServiceNow from the ServiceNow Store. Once you have downloaded the adapter, you can install it on your ServiceNow instance.
2. Configure the Amazon Connect CTI Adapter for ServiceNow: After installing the adapter, you need to configure it to connect to your Amazon Connect instance. You will need to provide your Amazon Connect instance URL, access key, and secret key.
3. Create a ServiceNow widget for real-time metrics: Once the Amazon Connect CTI Adapter for ServiceNow is configured, you can create a ServiceNow widget to display real-time metrics about the caller profile. You can create a widget using the Service Portal Designer and use the
4. ServiceNow GlideAjax API to call the Amazon Connect CTI Adapter for ServiceNow.
   Associate the widget with the Amazon Connect CTI Adapter for ServiceNow: You will need to associate the widget with the Amazon Connect CTI Adapter for ServiceNow. This will allow the widget to receive real-time metrics from the Amazon Connect CTI Adapter for ServiceNow when an inbound
   call is received.
5. Test the integration: After completing the above steps, you can test the integration by making an inbound call to your Amazon Connect instance. The ServiceNow widget should display real-time metrics about the caller profile, such as incident details/number.

In summary, by using the Amazon Connect CTI Adapter for ServiceNow, you can display real-time metrics about the caller profile when an inbound call is received. This can help improve customer service by providing agents with relevant information about the caller.

Please hit like and mark helpful, if your query has been answered/addressed!

Regards,
Vamshi

[Ramesh20]

Hi Om Prakash, 

did you figure this out ? if yes please can you share the solution regarding the steps you took for CTI for Amazon Connect integration with ServiceNow ? did you end up creating custom widget for to display the caller profile ? if you share your solution that would great

Thanks,

Ramesh

[RahulMishra01]

Hi Om Prakash, 

Amazon Connect itself takes care of it. Displaying real-time metrics from Amazon Connect voice system is a part of CTI integration. All you need to do is to effectively capture and utilize the desired metrics APIs from Amazon Connect. If still struggling to do the right configuration, take help from a third-party CTI application. You can get started with NovelVox’s Smart CTI Connector for amazon connect. Learn more about the amazon cti connector here: https://www.novelvox.com/cti-connector/amazon-connect-cti-connector/

[Lisa Diaz]

What is the actual Plugin name?  I searched the store for amazon connect CTI adapter and didn't find that specifically.