Interaction Controls Component (ICC) for voice calls
The ServiceNow® Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer experience.
Overview of CSM Configurable Workspace with ICC integration
ICC integration with CSM Configurable Workspace enables agents to manage voice calls directly within their interaction screen using call controls. This feature helps reduce the need to switch between the contact center applications and the Configurable Workspace.
The CSM Configurable Workspace provides a unified interface that integrates contact center platform with the Customer Service Management (CSM) service offering. This integration helps you manage inbound and outbound interactions within a single interface.
See CSM Configurable Workspace.
With this expanded framework, voice interactions from a contact center platform and native digital channels can be routed seamlessly. Skills, queues, agents, and presence statuses can be synced automatically to optimize the admin experience and help reduce operational costs.
The following visual displays the voice workflow when CCaaS integrates with ICC within the CSM Configurable Workspace .
Key benefits
The primary benefits of this integration are as follows:
- Centralized routing
- Manages routing across departments and channels without switching interfaces.
- Consistent agent experience
- Promotes a consistent experience across all channels with a universal inbox.
- Fast resolution
- Helps reduce resolution time by reducing the need to switch between CCaaS and ServiceNow Workspace.
- Enhanced efficiency
- Streamlines workflows with direct access to consult and blind call transfer controls in the CSM Configurable Workspace.