Contact Center and Customer Service Solutions with ServiceNow Automation

This integration enables real-time case creation, workflow automation, and enhanced agent efficiency through AI-powered support experiences. Organizations benefit from a comprehensive customer service platform, delivering personalized, efficient, and effective support across multiple channels. Leveraging the combined power of ServiceNow and Amazon Connect, Ateko/Bell's solution rapidly integrates these platforms, maximizing the capabilities of both and enriching both customer and agent experiences. Accelerate ITSM and Customer Operations with Voice and Workflow Automation Ateko/BBM helps organizations create unified experiences across Amazon Connect and ServiceNow, empowering agents by embedding voice interactions into IT and customer service workflows, improving resolution speed and visibility. Elevate Your Customer Service Experience Our powerful integration of Amazon Connect and ServiceNow enables communication across voice (inbound and outbound click-to-call), chat, SMS, and email. Automate interactions based on specific use cases, enhancing efficiency and customer satisfaction.

Key Features: • Call Recordings and Sentiment Analysis: Access call recordings with sentiment analysis directly within ServiceNow • Real-time Queue Metrics: Supervisors can monitor real-time queue metrics for effective operational management • Screen Pop: Automatically display customer information in ServiceNow upon call receipt, providing a complete view of customer history • Call Routing: Implement call routing rules based on data such as region, language, or product interest to ensure calls are directed to the most appropriate agent • Reporting and Analytics: Gain insights through analytics and reporting, tracking metrics like call volume, customer satisfaction, and agent performance • Custom Fields: Create and map custom fields in ServiceNow to Amazon Connect data, providing agents with additional customer context.

ServiceNow as a core component of your digital transformation experience - As an accredited ServiceNow partner specializing in contact centers, Ateko/BBM helps you optimize your business's handling of: • Essential customer administration (e.g., address changes, password requests) • Order updates • Service requests and fault reporting • Bill payments • Helpdesk case creation and querying, including proactive updates

We offer guidance on automating workflows and processes for these tasks and integrating them into the contact center environment using established workflows, Integrating ServiceNow with Amazon Connect.

Ateko/Bell's solution integrates ServiceNow with Amazon Connect, offering key features such as: • Automated ID&V (Identification and Verification) • Intelligent call routing based on your workflows • Automated case creation in ServiceNow • Screen pop of customer details and interaction history

These features enable a more personalized and effective customer journey across self-service and agent-assisted channels while significantly increasing agent efficiency by reducing handling times.

Additional Offerings: • Dashboards within ServiceNow screens displaying contact center metrics • Automated case creation and management, including email and SMS updates to keep customers informed. We provide full implementation, training for supervisors, IT teams, and frontline advisors, along with ongoing 24x7 service desk support. What’s Included • Discovery and Workflow Mapping: Evaluate your ServiceNow modules (ITSM, CSM, HRSD) to identify opportunities to improve process efficiency and resolution times with voice integration. • Amazon Connect Integration with ServiceNow CTI: Embed call controls, screen pops, and automatic case/incident creation within the ServiceNow Agent Workspace using Amazon Connect's CTI capabilities. • Voice-Driven Automation: Trigger ServiceNow workflows directly from voice inputs or call outcomes, including ticket prioritization, routing, or approvals. • Amazon Q for Agent Assist: Provide contextual guidance, knowledge base lookups, and case history summaries inside ServiceNow using Amazon Q. • Logging and Reporting Enhancements: Capture call recordings, sentiment, and metadata inside ServiceNow to improve visibility and reporting across teams. • Enablement and Go-Live Support: End-user training, documentation, and full testing are included to ensure a successful rollout.

Why Ateko/BBM • AWS Advanced Tier Services Partner with Amazon Connect Service Delivery • Certified ServiceNow Elite Partner with deep platform expertise • Experience across enterprise IT, finance, healthcare, and logistics Connect Amazon Connect and ServiceNow with Ateko/BBM to unify your support channels and streamline service operations.