Integrating ServiceNow Voice for HR
Summarize
Summary of Integrating ServiceNow Voice for HR
ServiceNow Voice for HR enhances the HR Agent Workspace by integrating a cloud contact center provider to deliver interactive voice response (IVR) and calling capabilities. This integration streamlines communication between employees and HR agents, allowing efficient handling of HR service cases through both automated and live agent interactions.
Show less
Key Features
- Inbound Contact Flow: Defines employee experiences within the IVR system for incoming calls.
- Outbound Contact Flow: Enables agents to place outbound calls directly from ServiceNow interfaces using employee phone numbers.
- Operation Handlers: Configure automated interactions to assist employees with their HR service cases independently.
- Agent Workspace Integration: Displays ServiceNow Voice as a pop-up, allowing agents to manage call availability, preview caller information, and access call transcripts, recordings, and sentiment analysis.
- Interaction Records: Automatically creates detailed records for every call, capturing relevant employee and interaction data for comprehensive case management.
Employee Experience
Employees initiate contact by calling the general HR phone number and interact with the IVR to provide information. If identified, employees receive personalized greetings and automated options to address requests. Calls are routed to live agents if issues remain unresolved or if the caller cannot be identified.
Agent Experience
Agents use the HR Agent Workspace to manage calls efficiently, indicating availability, previewing caller details before answering, and reviewing call transcripts and analytics. Outbound calls are simplified with automatic interaction detail capture, reducing manual data entry.
Configuration and Installation
- ServiceNow Voice for HR requires installation of dependency applications including ServiceNow Voice with Amazon Connect and Agent Workspace for HR Case Management.
- After dependencies are installed, ServiceNow Voice for HR can be activated from the ServiceNow Store by users with admin roles.
- To leverage full capabilities, the Interaction record created for each call should be added to the HR Agent Workspace to provide agents with detailed call and employee information.
Practical Benefits
This integration empowers HR teams to deliver faster, more personalized employee service through automated self-service options and efficient live agent support. It simplifies call management, improves data accuracy, and enhances the overall employee and agent communication experience.
The ServiceNow Voice for HR Agent Workspace provides seamless interactive voice response (IVR) and calling experiences for your employees and agents by integrating a cloud contact center provider with the robust capabilities of the Agent Workspace for HR Case Management.
The ServiceNow Voice for HR provides the following capabilities:
- An inbound contact flow to define the employee experience in an IVR.
- An outbound contact flow to connect with employee contacts from the phone number field displayed in any of the ServiceNow application interfaces.
- Operation handlers to configure automated interactions for employee service cases.
Employee experience with ServiceNow Voice for HR
The following example provides an overview of how an employee uses ServiceNow Voice for HR to resolve their HR requests and issues.
An employee calls the general HR phone number with a request. The employee provides information via the interactive voice response (IVR). Using the provided information, ServiceNow Voice for HR tries to identify the caller.
If the caller is identified as an existing employee in HR Agent Workspace, Voice reads a personal greeting to the employee and offers automated interactions to enable the employee to independently address their request. If the employee cannot resolve their request using the IVR, the system routes the call to a live agent.
If the caller is not identified, the call is routed to a live agent.
Agent experience with ServiceNow Voice for HR
- Indicate availability to receive calls on the agent softphone
- Preview caller information before accepting an inbound call.
- View the call transcript, hear the recording, and review the call analysis in the interaction related list.
- Make outbound calls to connect with a employee and automatically capture interaction details to simplify data entry
Configuration
| Application | Description |
|---|---|
| ServiceNow Voice with Amazon Connect [sn_cti_amzn_cct] |
Integrates the ServiceNow instance with the Amazon Connect server. For information about the components installed with this application, see Components installed with Amazon Connect Integration with ServiceNow Voice |
| Agent Workspace for HR Case Management [sn_hr_agent_ws] |
Enables call recording, transcription, and sentiment analysis for ServiceNow Voice with Workspace experience. |
| ServiceNow Voice for HR Agent Workspace [sn_cti_hr_cnt] |
Provides the framework that supports the integration with your third-party phone system. |
You must install the dependency applications first, then install ServiceNow Voice for HR. For more information, see Install ServiceNow Voice for HR.
ServiceNow Voice for HR creates an interaction record for every call between an employee and an HR agent with the IMS prefix. These records contain related lists of details relating to the employee and interaction. To maximize the full feature capability, add the Interaction record to the HR Agent workspace. For more information, see Add Interaction Related Records to HR Agent workspace.