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Seamless Amazon Connect and ServiceNow Integration

Amazon Connect and ServiceNow Integration provide organizations with a comprehensive customer service platform for personalized, efficient, and effective customer service across multiple channels.

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About

Elevate your customer service experience with our powerful integration of Amazon Connect and ServiceNow. This seamless integration enables communication through various channels, including voice (inbound and outbound click-to-call), chat, SMS, and email. Automate interactions based on specific use cases, enhancing efficiency and customer satisfaction.

Key Features:

Call Recordings and Sentiment Analysis: View call recordings with sentiment analysis directly within the ServiceNow platform.

Real-time Queue Metrics: Supervisors can access real-time queue metrics to manage operations effectively.

Screen Pop: Automatically pop up an interaction screen in ServiceNow with customer information when a call is received, providing a complete view of the customer's history and details.

Call Routing: Set up call routing rules based on data such as region, language, or product interest to ensure calls are directed to the most appropriate agent.

Reporting and Analytics: Gain powerful insights with analytics and reporting capabilities, tracking key metrics like call volume, customer satisfaction, and agent performance.

Custom Fields: Create custom fields in ServiceNow and map them to Amazon Connect data, providing agents with additional context about the customer.

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