---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# ICC for voice calls

# Interaction Controls Component (ICC) for voice calls {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

The ServiceNow®
Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer
experience.

## Overview of CSM Configurable Workspace with ICC integration {#contact-center-integration-with-icc__section_ypn_1bk_52c}

ICC integration with CSM Configurable Workspace enables agents to
manage voice calls directly within their interaction screen using call controls. This feature helps reduce the need to switch between
the contact center applications and the Configurable Workspace.

The CSM Configurable Workspace provides a unified interface that integrates contact center platform with the Customer Service Management (CSM) service offering. This integration helps you manage inbound and outbound interactions within a single interface.

See [CSM Configurable Workspace](https://servicenow-prod.fluidtopics.net/GwJhNCEmNOPN3QA~87nujA "CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.").

With this expanded framework, voice interactions from a contact center platform and native digital channels
can be routed seamlessly. Skills, queues, agents, and presence statuses can be synced automatically to optimize the admin experience and help reduce operational costs.  
The following CCaaS Store Apps offer voice channel integration:

* [Unified Experience from Genesys - Core](https://store.servicenow.com/store/app/6ebe67ea1b646a50a85b16db234bcb54)
* [Unified Experience from Genesys](https://store.servicenow.com/store/app/cdff6b621ba46a50a85b16db234bcba3#linksAndDocuments)
* [ServiceNow Voice for Amazon Connect](https://store.servicenow.com/store/app/9d6927ee1be06a50a85b16db234bcb4a)
{#contact-center-integration-with-icc__ul_obx_d1n_dfc}

The following visual displays the voice workflow when CCaaS integrates with ICC within the CSM Configurable Workspace .  
Figura 1. Voice call flow

## Key benefits {#contact-center-integration-with-icc__section_qdl_lbk_52c}

The primary benefits of this integration are as follows:

Centralized routing
:   Manages routing across departments and channels without switching interfaces.

Consistent agent experience
:   Promotes a consistent experience across all channels with a universal inbox.

Fast resolution
:   Helps reduce resolution time by reducing the need to switch between CCaaS and ServiceNow
    Workspace.

Enhanced efficiency
:   Streamlines workflows with direct access to consult and blind call transfer controls in the CSM Configurable Workspace.