--- sourceDocument: Yokohama ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/servicenow-platform Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Exploring ServiceNow Voice # Exploring ServiceNow Voice {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring ServiceNow Voice ServiceNow Voice enables seamless integration of your ServiceNow instance with third-party phone systems such as Amazon Connect. This integration supports both inbound and outbound telephone calls, enhancing the communication experience for callers, agents, and managers by providing relevant data, call routing, and interaction management directly within ServiceNow. Show full answer Show less ## Key Features * **Third-party Phone System Integration:** Connect popular telephony systems to ServiceNow Voice to handle calls efficiently. * **Contextual Agent Support:** Display relevant caller and interaction data at the right moment to empower agents during calls. * **Call Analytics and Recording:** Access call recordings, transcripts, and metrics within ServiceNow for review and quality assurance. * **Pre-built Templates and Operation Handlers:** Simplify integration and interaction fulfillment between ServiceNow and telephony platforms using provided instructions and handlers. * **Agent Softphone and Presence Management:** Agents can manage calls, presence states, and transfers within ServiceNow using integrated softphone capabilities like OpenFrame. * **Caller Interaction Automation:** Callers can create tasks or requests via voice or DTMF inputs, handled by bots or routed to agents as needed. ## Roles and Capabilities * **Administrators:** Implement integrations using pre-built tools and manage operation handlers to connect ServiceNow Voice with third-party phone systems. * **Managers:** Monitor call transcripts, recordings, and metrics for coaching, reporting, and quality assurance. * **Agents:** Receive and manage calls routed to their queues, view caller context and real-time call transcripts, transfer calls, and collaborate with managers for feedback. * **Callers:** Interact with voice bots to create tasks or requests and escalate to agents when necessary. ## Inbound Call Workflow with Amazon Connect When a caller contacts the call center, the Amazon Connect instance triggers a contact flow based on caller context (e.g., language) using voice or DTMF inputs. This creates an interaction record in ServiceNow. The request is first attempted to be resolved via automated bot interactions. If unresolved, the call is queued and routed to an available agent, who then manages and resolves the request within ServiceNow Voice. ## Practical Benefits for ServiceNow Customers * Enhances customer service efficiency by integrating telephony directly into ServiceNow. * Provides agents with immediate access to customer context and real-time call data, improving response quality. * Enables managers to oversee call quality and agent performance through analytics and recordings. * Supports automation through voice bots to reduce agent workload and speed up request fulfillment. * Streamlines call handling workflows with pre-built integration tools and customizable operation handlers. Use ServiceNow Voice to facilitate inbound and outbound telephone calls by integrating your ServiceNow instance with a third-party phone system such as Amazon Connect. ## Key features {#ccc-explore__section_kr2_pzg_5kb} Integrate a third-party phone system with Voice in the ServiceNow instance : Provide a seamless inbound and outbound voice call experience for your callers and agents using third-party systems. See the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/search?listingtype=allintegrations&q=voice&searchDetail&pagetype=integration) for a full list of integrations. Figure 1. Integrate third-party phone system Display relevant data for an agent at the right time : Display relevant data in an interaction for an agent to help a customer during a call. Figure 2. Route calls to agents Analyze recording and call metrics of interactions : Within your ServiceNow instance, access recordings, call metrics, and call transcripts of agents to analyze interactions. Figure 3. Review and analyze call transcripts As an admin, you can: * Use pre-built instructions and templates to integrate your ServiceNow instance with a third-party phone system such as Amazon Connect. * Use pre-built operation handlers that invoke interactions to fulfill requests between a third-party phone system and Voice. {#ccc-explore__ul_tqv_jdp_5mb} As a manager, you can: * View the call transcript and recording for coaching. * View call metrics (for example, agent call time) for reporting. * Analyze agent conversations and provide feedback for quality assurance. {#ccc-explore__ul_rbp_4m2_hlb} As an agent, you can: * Get calls routed to your assigned queues and accept or reject the calls via the integrated softphone from within the ServiceNow instance. * Transfer a call to another agent or to a queue using Quick connect. * Get the context of caller information before accepting a call. * View real-time transcripts of calls while interacting with a customer. For more information about real-time transcripts, see * Collaborate with managers who can analyze your conversations and provide feedback for quality assurance. * Manage presence states within the ServiceNow instance. For information about the presence states of an agent, see [Agent Inbox controls](https://www.servicenow.com/docs/x7i1eMTygMVoUm21ZfNvHw "Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox."). * Access and use your softphone directly from within the ServiceNow interface using the OpenFrame integration. For information about OpenFrame, see [OpenFrame overview](https://www.servicenow.com/docs/access?context=c_OpenFrameOverview&version=yokohama&pubname=yokohama-customer-service-management&ft:locale=en-US). {#ccc-explore__ul_ct3_j3p_5mb} As a caller, you can: * Create a task using voice-based interactions. For example, create an incident or a case, or unlock your account. * Get your requests fulfilled within the integrated ServiceNow instance through bot interactions using the voice or dual-tone multi-frequency (DTMF) inputs. These bot interactions are defined in contact flows in the third-party phone system. * Speak to an agent who can help fulfill a request. {#ccc-explore__ul_i5h_3np_5mb} ## Inbound call workflow for the integration of Voice with Amazon Connect {#ccc-explore__section_h4j_5gs_2nb} When a caller contacts the call center, using the voice or dual-tone multi-frequency (DTMF) inputs from a caller, a contact flow is invoked in the Amazon Connect instance based on the caller context such as language. An interaction record is created for this call. * The caller request will invoke an operation handler in the ServiceNow instance. * The request can be resolved by an automated interaction with a bot. If the caller request is not resolved by an automated interaction with bot, then the call is queued for the next available agent. An agent then receives the call and interaction, and resolves the request. {#ccc-explore__ul_yjs_r3g_gnb} Here is an example workflow. Figure 4. Amazon Connect Integration