Integrating ServiceNow Voice for HR
Summarize
Summary of Integrating ServiceNow Voice for HR
ServiceNow Voice for HR integrates a cloud contact center with the HR Agent Workspace to deliver interactive voice response (IVR) and calling capabilities for managing HR cases. It enhances employee and agent experiences by enabling voice interactions directly within ServiceNow, streamlining HR request handling and improving communication efficiency.
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Key Features
- Inbound Contact Flow: Defines the employee IVR experience, allowing automated information gathering and caller identification.
- Outbound Contact Flow: Enables agents to place calls to employees using phone numbers displayed in any ServiceNow interface.
- Operation Handlers: Configure automated interactions to support employee self-service for HR cases.
- Agent Softphone Integration: Agents can manage availability, preview caller information, view call transcripts, recordings, and sentiment analysis, and automatically capture interaction details.
Employee Experience
Employees call the HR number and interact with the IVR to provide information. If identified, they receive a personalized greeting and can use automated options to resolve requests. Unresolved requests or unidentified callers are routed to live agents.
Agent Experience
Agents use a softphone popup within the HR Agent Workspace to handle calls, view caller details before answering, and access call transcripts and recordings. Outbound calls can be made directly from the workspace with automatic interaction tracking.
Configuration and Installation
- Dependencies: Must install ServiceNow Voice with Amazon Connect, Agent Workspace for HR Case Management, and then ServiceNow Voice for HR.
- Interaction Records: Each call creates an interaction record (IMS prefix) containing employee and call details, which should be added to the HR Agent Workspace to leverage full functionality.
- Installation: Admin role required; includes demo data and installs necessary Store applications and plugins automatically.
Practical Benefits for ServiceNow Customers
- Streamlines HR communications by integrating voice capabilities directly into HR case management.
- Enables employees to resolve issues via IVR, reducing agent workload.
- Empowers agents with comprehensive call context and tools for efficient case handling.
- Facilitates accurate and automated capture of interaction details, improving data quality and reporting.
- Supports seamless configuration and deployment with clear dependency management.
The ServiceNow Voice for HR Agent Workspace provides seamless interactive voice response (IVR) and calling experiences for your employees and agents by integrating a cloud contact center provider with the robust capabilities of the Agent Workspace for HR Case Management.
The ServiceNow Voice for HR provides the following capabilities:
- An inbound contact flow to define the employee experience in an IVR.
- An outbound contact flow to connect with employee contacts from the phone number field displayed in any of the ServiceNow application interfaces.
- Operation handlers to configure automated interactions for employee service cases.
Employee experience with ServiceNow Voice for HR
The following example provides an overview of how an employee uses ServiceNow Voice for HR to resolve their HR requests and issues.
An employee calls the general HR phone number with a request. The employee provides information via the interactive voice response (IVR). Using the provided information, ServiceNow Voice for HR tries to identify the caller.
If the caller is identified as an existing employee in HR Agent Workspace, Voice reads a personal greeting to the employee and offers automated interactions to enable the employee to independently address their request. If the employee cannot resolve their request using the IVR, the system routes the call to a live agent.
If the caller is not identified, the call is routed to a live agent.
Agent experience with ServiceNow Voice for HR
- Indicate availability to receive calls on the agent softphone
- Preview caller information before accepting an inbound call.
- View the call transcript, hear the recording, and review the call analysis in the interaction related list.
- Make outbound calls to connect with a employee and automatically capture interaction details to simplify data entry
Configuration
| Application | Description |
|---|---|
| ServiceNow Voice with Amazon Connect [sn_cti_amzn_cct] |
Integrates the ServiceNow instance with the Amazon Connect server. For information about the components installed with this application, see Components installed with Amazon Connect Integration with ServiceNow Voice |
| Agent Workspace for HR Case Management [sn_hr_agent_ws] |
Enables call recording, transcription, and sentiment analysis for ServiceNow Voice with Workspace experience. |
| ServiceNow Voice for HR Agent Workspace [sn_cti_hr_cnt] |
Provides the framework that supports the integration with your third-party phone system. |
You must install the dependency applications first, then install ServiceNow Voice for HR. For more information, see Install ServiceNow Voice for HR.
ServiceNow Voice for HR creates an interaction record for every call between an employee and an HR agent with the IMS prefix. These records contain related lists of details relating to the employee and interaction. To maximize the full feature capability, add the Interaction record to the HR Agent workspace. For more information, see Add Interaction Related Records to HR Agent workspace.