Using Voice with Workforce Optimization for Customer Service

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Using Voice with Workforce Optimization for Customer Service

    The Voice application within Workforce Optimization for Customer Service enables organizations to enhance customer interactions by leveraging voice channels integrated with Amazon Connect or other third-party telephony services. It allows for case deflection through bots, recording and monitoring phone interactions, and analyzing call data to improve agent performance and customer experience.

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    Key Features

    • Voice Channel Enablement: Supports voice interactions with call recordings, transcripts, and sentiment analysis accessible through the Channel Management application.
    • Agent Monitoring and Assessment: Managers can monitor live calls, review recordings and transcripts, and analyze sentiment to provide feedback and training.
    • Agent Experience: Agents receive caller information before answering, can review transcripts and recordings post-call, and use automated outbound dialing.
    • Integration with Amazon Connect: Provides synchronization of agent presence, performance metrics, and reporting using Advanced Work Assignment and Amazon Connect Spoke.
    • Third-Party Telephony Integration: Supports integration beyond Amazon Connect, while default support is provided for Amazon Connect queues.
    • Chargeable Reports: Certain Amazon Connect reports like "Contacts in ACW State," "Oldest Contact Age," and "Average Abandon Time" incur charges based on Amazon CloudWatch Pricing.

    Practical Benefits for ServiceNow Customers

    • Improved Case Resolution: By analyzing call recordings and sentiment, managers can enhance agent performance and customer satisfaction.
    • Enhanced Visibility: Managers gain real-time insights into agent presence and call queue metrics within Workforce Optimization for Customer Service.
    • Agent Empowerment: Agents can prepare better for calls with pre-call information and improve skills through post-call analysis.
    • Operational Efficiency: Automated outbound dialing and integration with telephony systems streamline voice communications.
    • Future-Proofing: Note that Legacy Workforce Optimization is being deprecated starting with the Tokyo release; the Voice application aligns with current and future platform capabilities.

    Next Steps for Implementation

    To utilize these capabilities, your application administrator must install the Amazon Connect Spoke to enable reporting and metrics visualization. Additionally, configure Amazon Connect phone queues within your ServiceNow instance to gain full visibility and control over voice interactions.

    Use Voice to deflect cases away from your human agents using bots. You can record phone interactions when agents resolve issues. Also, you can monitor those interactions to evaluate and improve the quality of case resolutions.

    Important:
    Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
    With the Voice application, you can:
    • Enable your workforce to work using the voice channel and get call recordings, call transcripts, and reports of sentiment analysis when agents interact with callers. You can visualize all of this information within the Channel Management application in Workforce Optimization for Customer Service.
    • Analyze the call transcripts and sentiments of users after an interaction is complete so that you can create assessments, provide feedback, and training for agents.
    • Synchronize agent presence within the queue.
    • View the Amazon Connect channel on Channel Management. You can view the performance metrics and reports of the agents using the voice channel. To access the reports, your application administrator must install Amazon Connect Spoke.
      Note:
      The following reports on the Amazon Connect channel are chargeable:
      • Contacts in ACW State
      • Oldest Contact Age
      • Average Abandon Time
      These reports are collected from Amazon Connect using GetMetricData and GetCurrentMetricData APIs. For more information on the prices of these reports, see Amazon CloudWatch Pricing.
    Note:
    You can integrate any third-party telephony service with the ServiceNowVoice application. By default, ServiceNowVoice provides you with the ability to integrate with the Amazon Connect application.

    You can visualise the metrics from the Amazon Connect phone queues that are routed through Voice using the Channel Management application in Workforce Optimization for Customer Service. The Voice application uses Advanced Work Assignment to report data from the Amazon Connect queues.

    Voice Amazon Connect integration workflow

    Here's how the Voice integrates with Amazon Connect:

    Infographic displaying how the ServiceNow Voice application reduces customer interaction from human agents who use the Amazon Connect integration. For the text description, refer to...

    Benefits of using Voice with Workforce Optimization for Customer Service

    As a manager, you can:
    • Monitor your agent's calls as they resolve customer issues.
    • View synchronized agent presence states within the Channel Management application in Workforce Optimization for Customer Service.
    • Assess your agents by reviewing recordings of agent interaction and call transcripts.
    • Analyze sentiments from the call transcripts and use that to coach and train your agents.
    As an agent, you can:
    • Get information about the caller before you answer an incoming call.
    • Analyze call transcripts and listen to recordings after you complete an interaction.
    • Place outbound calls using automated outbound dialing.