Vonage Contact Center for ServiceNow Voice integrates Vonage’s contact center solution with ServiceNow’s Contact Center Integration Framework (CCIF) using 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.
Support for ServiceNow ITSM and CSM in Configurable 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).
The solution utilizes ServiceNow's Native Voice Control (NVC) framework. The main capabilities and features are as follows:
- Make/receive/decline webRTC calls
- Record pop
- Hold/ mute
- Control recording
- Consult/transfer to external numbers
- Transfer to an interaction plan
- Consult/transfer with/to an agent
- DTMF tones
- Real time transcription
- Agent Login
- Routing
- API Data Connectors
- Contact Centre Analytics
- Vonage UCCaaS Integration
- Microsoft Teams Integration
- Intended State
- Deskphone Support
- Conversation Analyser
- Screen Recording
- Native Data Connectors
Which are controlled in the ServiceNow native UI/UX.
Initial Release
Interaction Control Components (sn_int_control)
Advanced Work Assignment - External Routing Support (com.glide.awa.external)
CSM Configurable Workspace (sn_csm_wrkspc)