ServiceNow and Amazon Connect Accelerator

Drawing on our expertise as an accredited ServiceNow partner in the contact centre world, we can help you put ServiceNow at the heart of your digital CX to optimise the way your business handles:

• essential customer administration like changes of address or password requests
• order updates
• service requests and fault reporting
• bill payments
• the creation and querying of helpdesk cases – including providing proactive updates,

We not only advise you on how to automate workflows and processes for these common tasks, but also how to integrate those into the contact centre environment, using established workflows wherever possible.

And while ServiceNow can integrate with almost any contact centre, more and more organisations are seeking to combine its potential with the leading cloud contact centre solutions, like Amazon Connect.

Connect has developed a solution that integrates ServiceNow into Amazon Connect providing key features such as:

• automated ID&V
• intelligent call routing based on your workflows
• automated case creation in ServiceNow
• screen pop of customer details and interaction history

These features mean you can offer a more personalised – and effective – customer journey across self-service and agent-assisted channels. At the same time, you’ll significantly increase agent efficiency by reducing handling times.

We can also provide:

• Dashboards within your ServiceNow screens providing contact centre metrics
• Automatic case creation and management, including email and SMS updates to customers to keep them informed.

We also provide full implementation, training for supervisors, IT teams and frontline advisors, and ongoing support from our 24x7 service desk to help you make the most of both solutions.