Exploring ServiceNow Voice

Release version: Zurich

Updated July 31, 2025

2 minutes to read

Summarize

Summarized using AI

Summary of Exploring ServiceNow Voice

ServiceNow Voice enables seamless inbound and outbound telephone call management by integrating your ServiceNow instance with third-party phone systems like Amazon Connect. This integration allows organizations to enhance their call center operations by providing agents and callers with a unified and efficient voice interaction experience directly within ServiceNow.

Show full answer Show less

Key Features

Third-party Phone System Integration: Connect ServiceNow Voice with systems such as Amazon Connect to handle calls within the ServiceNow environment.
Contextual Agent Support: Display relevant caller information and interaction data to agents in real time, improving customer support efficiency.
Call Routing and Handling: Route calls to assigned queues or agents with options to accept, reject, or transfer calls using integrated softphone capabilities.
Call Recording and Analytics: Access call recordings, transcripts, and metrics within ServiceNow for quality assurance, coaching, and reporting purposes.
Real-Time Transcripts: Agents can view live call transcripts to assist with interactions and improve response accuracy.
Agent Presence Management: Manage presence states and call availability directly within the ServiceNow interface.
Softphone Integration: Utilize OpenFrame integration to operate softphone features natively inside ServiceNow.
Caller Self-Service: Callers can perform voice-based tasks such as creating incidents or cases, unlocking accounts, or interacting with bots using voice or DTMF inputs before escalating to an agent.

Roles and Capabilities

Administrators: Use pre-built templates and operation handlers to integrate and configure third-party phone systems with ServiceNow Voice.
Managers: Access call transcripts, recordings, and call metrics to coach agents, analyze conversations, and ensure service quality.
Agents: Handle calls routed to them, transfer calls as needed, view caller context and real-time transcripts, and manage their availability—all within the ServiceNow interface.
Callers: Engage with automated bots to resolve requests or speak directly to agents for assistance, improving the self-service experience.

Inbound Call Workflow with Amazon Connect

When a caller contacts the call center, the Amazon Connect system invokes a contact flow based on caller context (such as language) using voice or DTMF inputs. This triggers the creation of an interaction record in ServiceNow and an operation handler processes the request. If the automated bot cannot resolve the request, the call is queued and routed to the next available agent who then manages the interaction through ServiceNow Voice.

Practical Benefits for ServiceNow Customers

Streamlines call center operations by integrating voice capabilities directly into ServiceNow.
Improves agent efficiency with contextual information and real-time assistance tools.
Enhances customer experience through faster issue resolution and self-service options.
Enables better management and analysis of call interactions for continuous improvement.

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

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 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.

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.

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.
Access and use your softphone directly from within the ServiceNow interface using the OpenFrame integration. For information about OpenFrame, see OpenFrame overview.

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.

Inbound call workflow for the integration of Voice with Amazon Connect

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.

Here is an example workflow.