0
5.2.3
Australia, Zurich, Yokohama, Xanadu Patch 3, Xanadu
Integration
ServiceNow Voice for Amazon Connect integrates with ServiceNow Configurable Workspace, Interaction Management, Interaction Controls Component (a softphone UI embedded in the Interaction Page), and Real-time Transcription, enabling agents to manage voice interactions without leaving the workspace.
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Key features include:
- Step-by-step instructions and templates for integrating with Amazon Connect
- New Outbound Flow templates to manage outbound calls
- Transcription, Recording, and Customer Sentiment Analysis displayed in the workspace
- Support for phone channel analytics using AWA work items and Workforce Optimization
- Amazon Connect integrated with ServiceNow native voice controls on the interaction page
- Screen pops
- Extensible support for Data Dips
- Integrated Amazon Connect with ServiceNow native voice controls on the interaction page
- Real-time Transcription
New in the release:
- Improved handling of abandoned calls via Amazon EventBridge — When a call is placed and ended before the connection is made, the event is now detected and processed in real time using Amazon EventBridge. The interaction record is updated to a Closed Abandoned state and the Inbox Alert Card is removed for agents using AWA routing.
- VDI Support - Contact center agents in virtualized desktop environments can now access full ServiceNow Voice with Amazon Connect functionality, delivering a consistent, high-quality voice experience for remote and hybrid workforces.
- Outbound Call – Alphanumeric Keypad Input Support - Users can now enter alphabetic characters when dialing outbound calls, mapping letter inputs to their corresponding keypad digits.
- Dependencies
- OpenFrame (com.sn_openframe)
- ServiceNow Voice (sn_cti_core)
- Interaction Controls Component
- Subscription to Amazon Web Services.
- Node.js 22.x. - if you are upgrading from a previous release, you must upgrade your existing deployment of Lambda function running on Node.js 10.x, 14.x, or 18.x and point it to Node.js 22.x. For more information see, https://aws.amazon.com/blogs/compute/node-js-22-runtime-now-available-in-aws-lambda/.
- Lex V2