Integrating with contact centers

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    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 with Contact Centers

    This integration connects your contact center platform with ServiceNow Customer Service Management (CSM), allowing customer service teams to operate through a unified interface. It streamlines routing and enhances workforce engagement, leading to personalized customer experiences and improved employee workflows.

    Show full answer Show less

    Prerequisites

    Before integration, ensure agents are configured correctly to access ServiceNow Workspace. Agent profiles sync automatically upon login through the contact center connector in OpenFrame. Additionally, verify that agent presence states align between ServiceNow and the contact center, as terminology may differ.

    Key Features

    • Contact Center Spokes: Facilitate communication between ServiceNow and contact centers via the contact center API, requiring Integration Hub for setup.
    • Routing Actions: Common actions include initiating new interactions, ending interactions, transferring to agents, and managing queues.
    • Data Retrieval: Spokes can retrieve skills, queues, and wrap-up codes from the contact center.
    • Agent Targeting: Use the AWA Work Offer API to manage work items effectively, including accepting or rejecting conversations.
    • Import Capabilities: Import contact center skills, queues, and wrap-up codes into ServiceNow.

    Key Outcomes

    Implementing this integration allows you to route ServiceNow chats, emails, or cases through the contact center. The process involves setting up your ServiceNow environment, configuring the contact center integration, creating test users, and testing the system. Agents can manage customer interactions efficiently by accepting or rejecting work items, transferring them, or canceling transfers as needed.

    Integrate your contact center platform with the ServiceNow Customer Service Management (CSM) application to unify customer service teams through a single user interface. This integration centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences.

    Contact Center integration overview

    Prerequisite: Ensure that agents are set up via configuration through their contact center integration to access the ServiceNow Workspace. The agent profiles are synced automatically when the agent logs in through the contact center connector in OpenFrame. For example, agent John Jason in the ServiceNow workspace must be able to log in to the contact center.

    See Implement the Interaction Controls Component (ICC) for contact center voice call and callback integration to enable ICC for CCaaS calls.

    Additionally, the agent presence state must match between the ServiceNow workspace and the contact center. In some cases, the state “available” might have a different name in the contact center environment, “on queue” for example.

    Review the following architecture diagram for more insight on the contact center integration flow with ServiceNow.

    Figure 1. Contact Center integration flow
    Contact center integration with ServiceNow architecture

    External routing with Contact Centers

    Contact center spokes allow communication between ServiceNow and contact centers via the contact center API. Using a spoke requires the use of Integration Hub, and each contact center provider creates a spoke with actions to initiate the routing instructions. In general, the actions should correspond to these external routing events:

    • New interaction
    • End interaction
    • Transfer to agent
    • Transfer to queue

    The spoke should also be able to retrieve data, such as skills, queues, and wrap-up codes. To learn more about creating a spoke, refer to Building spokes using Spoke Generator.

    The contact center provider uses the AWA Work Offer API to provide the agent target for the work items. This allows the contact center provider to provide parameters to accept conversations, reject conversations, set timeout duration, and set the ServiceNow agent ID. See AWA Offer Work API.

    In the ServiceNow platform, you can import contact center platform skills, queues, and wrap-up codes between the ServiceNow instance and the contact center provider.

    Contact center integration gives you the ability to route ServiceNow chats, emails, or cases via an external routing platform.

    Implementing the integration includes the following high-level steps:

    1. Set up the ServiceNow environment, including credentials, the AWA queue, and the OpenFrame configuration.
    2. Set up the integration on the contact center side, matching the ServiceNow setup.
    3. Create test users and test the integration.

    For specific instructions for integrating with Genesys Cloud, refer to the Genesys Cloud documentation.

    For agents

    As an agent, you can manage the chat with the customer using the inbox card alert by accepting or rejecting the chat. After accepting a chat, you can continue chatting with the customer through the workspace chat panel.

    Agents using the integration can do the following:

    • Accept work items​.

      Note:
      If the agent doesn’t accept the chat within the configured timeout period, the work items may time out and return to the queue.
    • Reject work item​s
    • Transfer to another agent​
    • Transfer to a queue​
    • Cancel a transfer to another agent