0
5.6.2
Australia, Zurich, Yokohama
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.
This application includes the following key features:
- 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
- ServiceNow Voice AI integration capabilities
- Voice AI toggle integrated into the Amazon Connect setup guide
- End-to-end call flow continuity through Voice AI to live agents
- Inbound call management with Amazon Connect
New
Integrate ServiceNow Voice AI with Amazon Connect to manage inbound calls and route them to live agents.
Not applicable for this application version.
- Dependencies
- OpenFrame (com.sn_openframe)
- ServiceNow Voice (sn_cti_core)
- 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