Vonage Contact Center (VCC) for ServiceNow integrates Vonage’s contact center solution with ServiceNow’s customer service management (CSM) and IT Service Management (ITSM) solutions.
VCC is a cloud contact center solution that provides CTI integration to perfectly complement ServiceNow workflow capabilities. VCC for ServiceNow enables organizations to drive external and internal customer satisfaction while providing agents exactly what they need to be productive. Agents can operate within ServiceNow and keep vital customer data at their fingertips without needing to open another app.
Optimize skills management, configure IVR, build omni-channel flows graphically—even change permissions for agents, supervisors, groups, and more—all through your web browser. Automatic Call Distribution (ACD) and Intelligent Routing make personalized connections by routing callers to the best available agent. The ACD fully integrates with IVR for real-time CSM and ITSM data dips and intelligent call routing. Deliver a great omni-channel experience with ServiceNow and Vonage.
A simple monthly license lets you access a scalable, multi-tenant cloud environment delivering exceptional reliability, disaster recovery, business flexibility and latest functionality. Expand your network and add agents easily on our public cloud-based, highly-available platform.
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Support for ServiceNow ITSM and CSM in Classic and Agent Workspaces
Use either workspace and receive the same Vonage Contact Center for ServiceNow features whether you are using IT Service Management (ITSM) or Customer Service Management (CSM) -
Embedded Vonage ContactPad UI with Click-to-Dial Support
Single, easy-to-use call management interface within the ServiceNow app allowing agents to easily accept calls or work items directly from their ServiceNow workspace. Agents can also use click-to-dial directly from the ServiceNow app further streamlining systems and boosting productivity.
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Intelligent routing of Servicenow Chat
Vonage’s deep CTI integration, leveraging business information for intelligent routing, ensures that ServiceNow chats are routed to the best skilled agent. -
Automatically Create and Update ServiceNow Records
Vonage Contact Center for ServiceNow can automatically create and update any ServiceNow record saving time and reducing errors due to manual inputs. -
Screen pop for Improved Efficiency and Agent Experience
Automatically open ServiceNow records for agents when delivering calls or work items* reducing the need for agents to spend time searching for accounts, cases, incidents, tasks, emails, etc. -
Route Calls and Work Items* with Intelligent Routing and Robust IVR Capabilities
Vonage’s deep CTI integration and Intelligent Routing allows you to leverage business information from ServiceNow in order to decide how to best handle the interaction. Whether you want to route a Case, Incident, or work task directly to the owners or leverage skills based routing to target the best skilled agent, Vonage’s intelligent routing will allow you to create a great omni-channel experience. -
Event logging and Reporting
Every inbound and outbound interaction gets logged directly in ServiceNow with detailed interaction data from the contact center ensuring that team leads and supervisor will have data needed for building reports and managing teams without having to leave ServiceNow. -
Call recording and Voice Analytics with Conversation Analyzer*
Access a call recording quickly from within the ServiceNow record without needing to log into a separate workforce optimization tool. Add voice analytics to your call recordings with Conversation Analyzer giving critical insights into the quality of the conversations your agents are having with callers. -
Improve Agent and Customer Experiences with Vonage’s Virtual Assistant* AI Voice Bot
Allow callers to update incidents/cases with self-service or have the Virtual Assistant capture case details and then transcribe and create a new case, then route that case to the next best agent with Vonage Virtual Assistant. -
Ensure Great Customer Experiences with SMS Notifications* and Post Call Surveys
Integrate with Vonage SMS to automatically send out notifications to callers when a new case/incident is created or updated helping to ensure great experiences. Post Call Surveys can also be added to interaction plans allowing you to get critical customer feedback.
* Additional subscription required