Integrating Voice with other applications

You can extend the capabilities of ServiceNow Voice for inbound and outbound calls by integrating with other applications.

• Integrate ServiceNow Voice with Amazon Connect
  Connect ServiceNow Voice of your ServiceNow instance with the Amazon Connect instance to provide a seamless inbound and outbound voice call experience for your callers and agents.
• Integrating ServiceNow Voice with ITSM
  Route calls coming through the ServiceNow Voice to specific phone queues based on user preference, utterances, or any other ServiceNow data to optimize incident resolution.
• Integrating ServiceNow Voice with CSM
  Access the CSM -specific contact flows and operation handlers when you integrate the ServiceNow Voice application with the Customer Service Management application.
• Integrating ServiceNow Voice with Virtual Agent
  ServiceNow® Voice with Virtual Agent allows you to use the ServiceNow Virtual Agent conversation as an IVR (Interactive Voice Response) in phone and to use the existing ServiceNow Advanced Work Assignment to find an agent in case of an escalation and allows agents to work in ServiceNow Workspace to manage the incoming cases on the queue.
• Integrate Advanced Work Assignment AWA Voice routing
  Provide customers the ability to use AWA as the routing engine for ServiceNow Voice on Amazon Connect.
• Integrating ServiceNow Voice for HR
  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.