Using Voice with Workforce Optimization for Customer Service

  • Release version: Washingtondc
  • Updated February 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 deflect cases from human agents using bots, record interactions, and monitor performance to enhance case resolution quality. With the transition to the Tokyo release, the Legacy Workforce Optimization will be deprecated, but existing functionalities will remain supported.

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    Key Features

    • Integration with the Amazon Connect application for call recordings, transcripts, and sentiment analysis.
    • Visualization of call data within the Channel Management application.
    • Assessment tools for analyzing call quality and providing agent feedback and training.
    • Synchronization of agent presence states in real-time.
    • Support for integration with third-party telephony services beyond Amazon Connect.
    • Access to chargeable reports related to Amazon Connect performance metrics.

    Key Outcomes

    As a manager, you can:

    • Monitor agent calls and their performance.
    • Review call recordings and transcripts for assessments.
    • Utilize sentiment analysis to coach agents effectively.

    As an agent, you can:

    • Access caller information before answering.
    • Analyze transcripts and recordings post-interaction.
    • Execute outbound calls through automated dialing.

    Setting up Amazon Connect phone queues allows for enhanced visibility and management of customer service operations within the ServiceNow platform.

    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.