Integrating with contact centers

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating with contact centers

    ServiceNow’s integration with contact center platforms unifies customer service teams within a single user interface via the Customer Service Management (CSM) application. This integration centralizes routing across departments and communication channels, enhancing workforce engagement to deliver more personalized customer experiences and simplified workflows for agents.

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    To enable this, agents must be configured and synced between the contact center platform and the ServiceNow Workspace, ensuring agent presence states (such as “available” or “on queue”) are consistent across both systems.

    Key Features

    • External Routing via Contact Center Spokes: Integration Hub spokes connect ServiceNow and contact centers using APIs to handle key routing events—new interactions, ending interactions, transferring to agents or queues—and data retrieval such as skills, queues, and wrap-up codes.
    • AWA Work Offer API: Allows contact centers to assign work items to agents with parameters to accept, reject, set timeouts, and associate work with ServiceNow agent IDs.
    • Data Synchronization: Skills, queues, and wrap-up codes can be imported and synchronized between ServiceNow and the contact center platform.
    • Agent Workspace Integration: Agents manage customer chats through inbox alerts and the workspace chat panel, with capabilities to accept, reject, transfer, or cancel transfers of work items.

    Implementation Steps

    • Configure the ServiceNow environment including credentials, AWA queue, and OpenFrame settings.
    • Set up the corresponding integration on the contact center platform to align with ServiceNow’s configuration.
    • Create test users and validate the integration functionality.

    For detailed guidance on specific platforms like Genesys Cloud, refer to their dedicated documentation.

    Agent Capabilities

    • Accept or reject incoming work items, with timeout handling that returns unaccepted items to the queue.
    • Transfer work items to other agents or queues as needed.
    • Cancel transfers if necessary to maintain control over workload distribution.

    Integrate your contact center platform with the ServiceNow Customer Service Management (CSM) application to unify customer service teams through a single user interface. This integration centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences.

    Contact Center integration overview

    Prerequisite: Ensure that agents are set up via configuration through their contact center integration to access the ServiceNow Workspace. The agent profiles are synced automatically when the agent logs in through the contact center connector in OpenFrame. For example, agent John Jason in the ServiceNow workspace must be able to log into the contact center.

    Additionally, the agent presence state must match between the ServiceNow workspace and the contact center. In some cases, the state “available” might have a different name in the contact center environment, “on queue” for example.

    External routing with Contact Centers

    Contact center spokes allow communication between ServiceNow and contact centers via the contact center API. Using a spoke requires the use of Integration Hub, and each contact center provider creates a spoke with actions to initiate the routing instructions. In general, the actions should correspond to these external routing events:

    • New interaction
    • End interaction
    • Transfer to agent
    • Transfer to queue

    The spoke should also have the ability to retrieve data, such as skills, queues, and wrap-up codes. To learn more about creating a spoke, refer to Building spokes using Spoke Generator.

    The contact center provider uses the AWA Work Offer API to provide the agent target for the work items. This allows the contact center provider to provide parameters to accept conversations, reject conversations, set timeout duration, and set the ServiceNow agent ID. See .

    In the ServiceNow platform, you can import contact center platform skills, queues, and wrap-up codes between the ServiceNow instance and the contact center provider.

    Contact center integration gives you the ability to route ServiceNow chats, emails, or cases via an external routing platform.

    Implementing the integration includes the following high level steps:

    1. Set up the ServiceNow environment, including credentials, the AWA queue, and the OpenFrame configuration.
    2. Set up the integration on the contact center side, matching the ServiceNow set up.
    3. Create test users and test the integration.

    For specific instructions for integrating with Genesys Cloud, refer to the Genesys Cloud documentation.

    For agents

    As an agent, you can manage the chat with the customer using the inbox card alert by accepting or rejecting the chat. After accepting a chat, you can continue chatting with the customer through the workspace chat panel.

    Agents using the integration can do the following:

    • Accept work items​.

      Note:
      Work items may time out and return to the queue if the agent doesn’t accept in the configured timeout period.
    • Reject work item​s
    • Transfer to another agent​
    • Transfer to a queue​
    • Cancel a transfer to another agent