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2 hours ago - edited 41m ago
Getting Started with Contact Center
Welcome to the ServiceNow Contact Center documentation. This guide introduces key concepts and capabilities to help you understand, implement, and optimize your contact center operations.
Overview
ServiceNow Contact Center delivers comprehensive customer engagement capabilities including digital channels, intelligent routing, unified agent workspace, workforce optimization, AI-powered automation, analytics, and more. For voice telephony, ServiceNow integrates with leading CCaaS providers like Genesys, Five9, NICE, 3CLogic, and Amazon Connect, offering flexibility in how you deploy and scale your contact center.
Choose Your Path
Select the topic that best matches your needs and experience level
Contact Center Fundamentals
Core concepts, terminology, and how modern contact centers operate
Best for: Those new to Contact Center concepts
You'll learn about:
- What is a contact center and CCaaS
- Core capabilities and features
- Key performance indicators (KPIs)
- How ServiceNow fits in the landscape
Native ServiceNow Capabilities
Digital channels, routing, agent workspace, workforce management, and automation features built into the platform
Best for: Those familiar with contact centers who want to understand what ServiceNow offers out-of-the-box
You'll learn about:
- Digital channels (email, chat, messaging)
- Omnichannel routing and queues
- Unified agent workspace
- AI, automation, and workforce tools
ServiceNow CCaaS Integrations
Voice channel integration and strategies for enhancing existing CCaaS investments from Genesys, NICE, Amazon Connect, 3CLogic, Five9 and others
Best for: Organizations with existing CCaaS platforms looking to integrate or enhance with ServiceNow
You'll learn about:
- Voice-only integration options
- Full omnichannel integration approaches
- Supported CCaaS platforms
- Integration architecture and patterns
Additional Resources
Need more help? Check out these additional resources:
