--- sourceDocument: Zurich ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/servicenow-platform Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Integrating ServiceNow Voice with CSM # Integrating ServiceNow Voice with CSM {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Integrating ServiceNow Voice with CSM The ServiceNow Voice for Customer Service Management (CSM) application integrates with cloud contact center providers like Amazon Connect to enhance customer and agent voice interactions. It enables interactive voice response (IVR) systems, automated case management through bots, and voice-based communication directly within the ServiceNow platform, providing a seamless omnichannel experience. Show full answer Show less Key capabilities include inbound and outbound contact flows, operation handlers for automating case interactions, phone PIN authentication for consumers, and integration with Workforce Optimization for Customer Service to manage call metrics and queues. ## Key Features * **Customer Experience:** Customers can interact via natural language voice commands to create cases, check or update case status, speak with agents, or request callbacks. * **Agent Experience:** Agents use Agent Workspace to preview caller information before answering, receive calls with integrated voice channels, view real-time call transcripts, transfer calls with transcripts and history, and make outbound calls with automatic interaction tracking. * **Manager Experience:** Managers can review call transcripts, sentiment analysis, and recordings for coaching, use call metrics for performance reporting, and monitor real-time phone metrics through Workforce Optimization dashboards (when enabled). ## User Roles To use the ServiceNow Voice for CSM application, users must be assigned specific roles: * **agentworkspaceuser:** For initiating or accepting voice calls. * **sncustomerservicemanager:** For viewing voice call interaction records. * **sncustomerservice.consumer and sncustomerservice.customer:** For customers to create and track their own service cases via voice calls. ## Example Workflow When a customer calls via IVR, the system identifies the caller and starts an interaction with a personalized greeting if recognized. Automated interactions help identify customer intent to create or update cases. If the caller is not identified, the call routes to a live agent. ## Workforce Optimization Integration ServiceNow Voice integrates with Workforce Optimization for Customer Service to visualize Amazon Connect call metrics and active calls. Voice metrics appear alongside other channel data in the Manager Workspace, supporting advanced work assignments and real-time monitoring. ## Installation and Configuration The ServiceNow Voice for CSM application (sncticsmcnt) can be installed by administrators and automatically installs required dependencies from the ServiceNow Store. Phone PIN settings enable secure authentication for customers connecting via voice. ## Real-Time Transcriptions Agents can view live transcriptions during calls to better understand customer issues, which also assists managers in identifying trends and training needs. ## Practical Benefits for ServiceNow Customers * Enhance customer service with voice automation and natural language interactions. * Improve agent efficiency with caller context, real-time transcripts, and seamless call handling. * Enable managers to monitor and improve service quality through detailed call analytics and coaching tools. * Secure customer identity verification with phone PIN authentication. * Integrate voice-based workflows tightly with existing CSM case management processes. Access the CSM -specific contact flows and operation handlers when you integrate the ServiceNow Voice application with the Customer Service Management application. The ServiceNow Voice for CSM application provides seamless interactive voice response (IVR) and calling experiences for your customers and agents by integrating a cloud contact center provider with the robust capabilities of the Customer Service Management application. ## Overview {#integrating-ccc-csm__section_tfh_ntv_cnb} The ServiceNow Voice for CSM application provides the following Customer Service capabilities for the integration with a cloud call center provider such as the Amazon Connect service: * A bot building framework to automate interactions with consumers and customer contacts. * [An inbound contact flow to define the customer experience in an IVR](https://www.servicenow.com/docs/RKVAl0jKY6g0uSaqWc_dAQ "Several contact flows and operation handlers are installed with Cloud Call Center for CSM application (sn_cti_csm_cnt)."). * [An outbound contact flow to connect with consumers and customer contacts from the phone number field displayed in any of the ServiceNow application UIs](https://www.servicenow.com/docs/RKVAl0jKY6g0uSaqWc_dAQ "Several contact flows and operation handlers are installed with Cloud Call Center for CSM application (sn_cti_csm_cnt)."). * [Operation handlers to configure automated interactions for customer service cases](https://www.servicenow.com/docs/RKVAl0jKY6g0uSaqWc_dAQ "Several contact flows and operation handlers are installed with Cloud Call Center for CSM application (sn_cti_csm_cnt)."). * [A phone PIN setup option for consumers and customer contacts](https://www.servicenow.com/docs/DKfZ3_EsSByCZf797nr2Gg "Use a  PIN-based authentication mechanism for enabling a customer contact or consumer to connect with the ServiceNow Voice for CSM  application. "). * [Amazon Connect phone queues for the Workforce Optimization for Customer Service application](https://www.servicenow.com/docs/r0DGl0yCvEDZnn6r8d_9Lw#integrating-ccc-csm__section_sqf_z3t_2nb). {#integrating-ccc-csm__ul_y3s_zf4_cnb} To get started with the ServiceNow Voice for CSM application, see [Install ServiceNow Voice for CSM](https://www.servicenow.com/docs/_nQgO6fDZSl~JfjpsO9jTw "You can install the ServiceNow Voice for CSM application (sn_cti_csm_cnt) if you have the admin role. The application installs related ServiceNow Store applications if they are not already installed."). ## Key features {#integrating-ccc-csm__section_gqs_1tv_cnb} Customer experience : Engage via voice-based interactions using a natural language process to do the following: * Create a case * Update and check case status * Speak with an agent * Request a call back from an agent {#integrating-ccc-csm__ul_sqx_zvr_fyb} Agent experience : * Preview caller information displayed in Agent Workspace before accepting an inbound call. * Indicate your presence in the Agent Workspace Inbox with voice as a service channel when the Agent Workspace Inbox is integrated with the Agent softphone. * View real-time transcripts of calls while interacting with a customer. For more information about real-time transcripts, see [Real time transcriptions for ServiceNow Voice for Customer Service Management](https://www.servicenow.com/docs/DdTp4sx6RzLqRNeOsObYgA "Agents can see a transcript of voice calls while interacting with customers. Real time transcription allows agents to better understand customer issues, and allows managers to gain insights into customer trends and agent training gaps.") * Transfer calls to another agent or to a queue, and include transcripts and interaction history with the transfer. * Make outbound calls to connect with a customer and automatically capture interaction details to simplify data entry. {#integrating-ccc-csm__ul_pmf_dtv_cnb} Manager experience : * Review call transcripts, sentiments, and recordings to explore coaching opportunities for agents. * Use call metrics, such as the agent call time, to report on agents. * Monitor real-time phone metrics captured in a unified dashboard by using the Workforce Optimization for Customer Service application. Note: This feature is available when the Workforce Optimization for Customer Service application is enabled for the Customer Service Management application. {#integrating-ccc-csm__ul_gp3_ktv_cnb} ## ServiceNow Voice for CSM user roles {#integrating-ccc-csm__section_rxv_glw_3pb} The users with the roles listed in the following table can use the ServiceNow Voice for CSM application. {#integrating-ccc-csm__table_dt1_4lw_3pb__entry__2} | Roles | Tasks | |-|-| | agent_workspace_user | Initiate or accept voice calls to understand customer issues and resolve issues. | | sn_customerservice_manager | View details of voice calls using the interaction record of the Phone type. | | sn_customerservice.consumer, sn_customerservice.customer | Initiate or accept voice calls to create and track one's own customer service cases. | [Table 1. Roles required for ServiceNow Voice for CSM] {#integrating-ccc-csm__table_dt1_4lw_3pb} ## Example workflow {#integrating-ccc-csm__section_jvj_d51_tmb} The following example workflow shows the use of the ServiceNow Voice for CSM application in resolving a customer issue: 1. A customer is in an IVR call using the ServiceNow Voice for CSM application. 2. The ServiceNow Voice for CSM application identifies the customer and starts an interaction. 3. A welcome message is read out to the customer including announcements, if any. 4. Based on customer identification, the Cloud Call Center for CSM application addresses the call. * If the caller is identified as an existing customer who has a customer contact or consumer record with the phone number details available in the Customer Service Management application, a personal greeting is read to the caller and the automated interactions are made available. * If the caller is not identified, the call is routed to a live agent. {#integrating-ccc-csm__ul_ldf_wtj_1nb} 5. The ServiceNow Voice for CSM application identifies the customer intent using automated interactions, and then based on the interaction responses, either creates or updates a case. Note: This step in the flow applies only when the caller is an existing customer. {#integrating-ccc-csm__ol_pp2_jx1_vmb} ## Workforce Optimization for Customer Service {#integrating-ccc-csm__section_sqf_z3t_2nb} Integrate Voice with Workforce Optimization for Customer Service to visualize call metrics from the Amazon Connect service. Voice uses the [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) feature to display the call metrics and active calls along with all other Channel metrics in the Manager Workspace. For more information, see [Using Voice with Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=configurable-servicenow-voice-cs&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US). Figure 1. Amazon Connect phone queues in Workforce Optimization for Customer Service * **[Install ServiceNow Voice for CSM](https://www.servicenow.com/docs/_nQgO6fDZSl~JfjpsO9jTw)** You can install the ServiceNow Voice for CSM application (sn_cti_csm_cnt) if you have the admin role. The application installs related ServiceNow® Store applications if they are not already installed. * **[Configuring the phone PIN settings for ServiceNow Voice](https://www.servicenow.com/docs/DKfZ3_EsSByCZf797nr2Gg)** Use a  PIN-based authentication mechanism for enabling a customer contact or consumer to connect with the ServiceNow Voice for CSM  application.  * **[Real time transcriptions for ServiceNow Voice for Customer Service Management](https://www.servicenow.com/docs/DdTp4sx6RzLqRNeOsObYgA)** Agents can see a transcript of voice calls while interacting with customers. Real time transcription allows agents to better understand customer issues, and allows managers to gain insights into customer trends and agent training gaps. **Related concepts** * [Setting up ServiceNow Voice](https://www.servicenow.com/docs/vvcL6VCz8dh37XIxS3oohg "Enable ServiceNow Voice and integrate it with a third-party phone system such as Amazon Connect.") * [Using Voice](https://www.servicenow.com/docs/dJZMTHFe2hJ3w_ZRYU0vzg#use-ccc "Agents can use ServiceNow Voice to receive inbound calls and make outbound calls with a seamless voice call experience. Managers can use this application to monitor and analyze calls.") **Related reference** * [Components installed with ServiceNow Voice for CSM](https://www.servicenow.com/docs/RKVAl0jKY6g0uSaqWc_dAQ "Several contact flows and operation handlers are installed with Cloud Call Center for CSM application (sn_cti_csm_cnt).")