How to Deliver a Refined CX with Amazon Connect ServiceNow Integration

Irrespective of the vertical or industry, contact center agents face customer backlash when queries aren’t addressed on time. It is not because of customer frustration levels, but the crevice that leads a customer towards frustration.

Lack of technology disarms the agent from delivering a seamless customer experience. This usually results in distorted KPIs and frustrated customers that impact the gross performance levels of the agent & contact center.

Such a loophole needs to be fixed by integrating the right technology. This is where Amazon Connect ServiceNow integration enters the picture. With this, it becomes easier for agents to deliver a seamless experience to customers.

However, the scenario in the contact centers changes, on a positive note, with ServiceNow Amazon Connect integration. Leaf through the blog to unfold the prime reasons for Amazon Connect integration with ServiceNow for a better CX.

How does Amazon Connect ServiceNow integration refine CX?

Customer experience is all about customers’ perception of their journey with a brand/organization. It is embedded in every interaction between a customer and the support department.

Hence, the support department must focus on the customer’s queries and provide what they seek to foster a healthy business relationship.

Statistics say a lot about the changing realm of customer experience. With the evolving technology, 65% of customers want companies to be more prompt in resolving queries. On the other hand, 83% of agents believe that their customer base is frequently shifting because of the need for updated technology.

This can be accomplished with Amazon Connect ServiceNow integration. It uncoils different call controls for agents, automates workflows, and boosts productivity levels that align with overall KPIs.

Also Check: 31 Key Call Center Metrics for Improved Contact Center Productivity

How to improve KPIs with Amazon Connect ServiceNow integration?

Several contact centers must be made aware of the Amazon Connect and ServiceNow synergy. The integration between Amazon Connect and ServiceNow happens through a CTI connector. It is a technology that connects the telephony system with the contact center software.

Let’s understand this with an actual use case often seen in contact centers.

Use Case Example:

Without Amazon Connect ServiceNow Integration

The contact center of a reputed brand receives numerous calls throughout the day from customers seeking resolution to queries or product details.

To keep the conversation in context, agents have to toggle between screens while holding the line, to muster customer information.

Undoubtedly, it is time-consuming & tiresome at the same time. Offering the resolution promptly would be tiresome for agents and customers wouldn’t be delighted anymore.

With AWS Connect ServiceNow Integration

The ServiceNow CTI connector for Amazon Connect would change the entire scenario. Initiating a contextual interaction would be a breeze because agents would be able to greet customers owing to the screen pop feature of the CTI connector for ServiceNow.

No more screen toggling because everything would be consolidated & displayed on the same screen.

In other words, the AWS Connect ServiceNow integration makes an incredible choice for steering a business toward growth. Let’s look at some reasons why ServiceNow CTI integration is beneficial.

What are the benefits of Amazon Connect ServiceNow integration for contact centers?

Contact centers can enjoy different benefits of Amazon Connect ServiceNow integration. Here’s a quick look at those benefits.

Improved KPIs

First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction Score (CSAT) are prominent KPIs for contact centers. The road to success for contact centers can be assessed by decreasing AHT & increasing FCR and CSAT scores.

Agents can easily offer resolution in initial interactions. This can be accomplished by implementing Amazon Connect ServiceNow integration.

Enhanced Agent Productivity

When communication gets streamlined, delivering prompt resolutions to customers gets simplified. AWS Connect ServiceNow integration prevents agents from juggling between screens to gather customer details. They can easily transfer screens to rightfully skilled agents for high-priority customer service requests.

Scalability

Measuring the success rate is vital for contact centers to judge if the strategies administered are driving them in the right direction. ServiceNow Amazon Connect integration can be tailored to meet business expectations regardless of the size of the contact center.

What are the features of Amazon Connect ServiceNow integration?

Advanced call controls

Productivity levels of contact centers increase with advanced call controls. With AWS Connect ServiceNow integration, features like barge-in, silent whispering, and call monitoring help in resolving queries efficiently.

Moreover, agents can enable their state of being ready or not ready for answering customer calls. It prevents agents from facing burnout & notifies supervisors of the status of availability.

Click to dial

The ServiceNow CTI connector for Amazon Connect integrates the telephony system with CRM. With this integration, it becomes possible for agents to answer or dial calls from the CRM screen with a single click.

This saves a lot of time for searching the details of the customer & contact information. The CTI connector fetches everything from the database and displays it on the CRM screen.

Call routing

There are instances when high-priority cases need to be resolved quickly. In such a scenario, routing the call to the right agent saves a lot of time. The Amazon Connect ServiceNow integration helps in routing the call to the rightly skilled agent for the resolution.

Call logging & recording

Gone are the days when agents had to manually enter the details of a customer’s requirements. Integrating Amazon Connect with ServiceNow helps in automating workflows like call logging and recording.

It is generally used for reviewing the interaction for quality assurance, compliance, and training purposes. It helps in reducing the average handle time (AHT) and offering a seamless customer experience.

Screen Pop

This is the prime highlight of ServiceNow Amazon Connect integration. The screen pop feature displays the customer information as soon as a call is received by the agent. The information related to the customer like name, contact details, and previous interactions is displayed on the agent’s screen.

In case of a new customer’s call, the call log page opens up where the customer’s information is filled. Hence, it is another reason for contact centers to automate their process & improve first contact resolution (FCR).

READ MORE: 4 Industrial Use Cases of MS Dynamics CTI Connector

Wrapping Up: Amazon Connect ServiceNow Integration

Without second thoughts, it is concluded that ServiceNow Amazon Connect integration ensures striking a balance between time & speed. It automates agent workflow which makes them even more productive in upscaling KPIs like AHT, FCR, and CSAT scores.

Learn more about Amazon Connect ServiceNow integration by visiting the official website of NovelVox. It is an established contact center solution provider in the industry. Awarded with the Best Place to Work, this CMMI level-3 organization has delivered several projects worldwide.

It has a vast product line that includes Agent Desktops, Case Management Software, Omnichannel Software, CTI Connectors, Chatbots, Wallboards, and Visual IVR for contact centers.