Integrate Apizee’s enterprise-grade video call capabilities directly into ServiceNow, enhancing customer and agent interactions with real-time communication.
With Apizee, ServiceNow users can seamlessly initiate and manage video calls within workflows, boosting the efficiency of service delivery.
Key Features
-
Seamless Integration: Embed video calls directly into ServiceNow CSM and ITSM, with snapshots automatically uploaded to cases or incidents.
-
Real-Time Communication: Instantly start video calls between agents and customers via the ServiceNow interface.
-
High-Quality Video and Audio: Ensure clear, reliable communication.
-
Enhanced Interactions: Utilise screen sharing, virtual pointers, annotations, and OCR for faster resolution.
-
Multi-Device Support: Connect easily from any device without installation.
-
Secure and Compliant: Communications adhere to strict security and compliance standards.
-
Call Recording: Record video calls for training and compliance purposes.
-
Analytics and Reporting: Access insights into call performance and user engagement.
Benefits
-
Reduce Truck Rolls by 40%: Solve issues remotely and avoid costly on-site visits.
-
Improve First-Contact Resolution by 15%: Accelerate case resolution with visual tools like video calls and screen sharing.
-
Increase Sales Conversion by 30%: Strengthen customer relationships through effective visual engagement, driving better results.
Immediate, On-the-Spot Assistance:
Initiate a video call with a customer directly from a ServiceNow case or incident. Engage in a face-to-face meeting or a video support session seamlessly within the ServiceNow interface.
Enhance Case and Incident Qualification:
Effortlessly capture screenshots or snapshots using the rear camera of the customer’s smartphone, with automatic attachment to the relevant case or incident.
Enriched Interactions for Efficient Resolutions:
Leverage advanced features like picture annotation, dynamic pointers, file sharing, screen sharing, and session recording. Empower your agents to maximize their time with customers and deliver an exceptional experience.
- Xanadu compatibility
- Yokohama compatibility
Designed for CSM and ITSM
Required plugins:
- Incident Management for Service Operations Workspace 6.1.2+
- Customer Service 26.7.12+
- CSM Configurable Workspace 24.4.10+
See the Apizee Installation Guide for more details.