---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Integrating contact centers with Interaction Controls Component (ICC) for voice calls

# Integrating contact centers with Interaction Controls Component (ICC) for voice calls {#ariaid-title1}

Release version: Yokohama  
Updated March 11, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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 CRM Workspace with ICC integration {#contact-center-integration-with-icc__section_ypn_1bk_52c}

ICC integration with CRM 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 CRM 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.

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)
{#contact-center-integration-with-icc__ul_obx_d1n_dfc}

The following visual displays the
voice workflow
when CCaaS integrates with ICC within the
CRM Workspace
.  
Figure 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 CRM Workspace.