0
3.10.0
Zurich, Yokohama, Xanadu Patch 3, Xanadu, Washington DC
The ServiceNow Voice for Customer Service Management (CSM) application provides seamless interactive voice response and calling experience for your customers and agents by integrating a cloud contact center provider with the robust capabilities of the ServiceNow Customer Service Management application.
Use Voice for CSM application to seamlessly integrate modern voice experience providers with the Customer Service Management application.
This application includes the following key features:
Customer Experience
- Engage via voice-based interactions using natural language to create a case, update and check case status, and speak with an agent.
Agent Experience
- Preview caller information displayed in the CSM Configurable Workspace before accepting an inbound call.
- Indicate your presence in the CSM Configurable Workspace inbox with voice as a service channel, when the CSM Configurable Workspace inbox is integrated with the agent softphone capability.
- Make outbound calls to connect with a customer and automatically capture interaction details and simplify data entry.
- Configure to enable real-time transcription to display call transcripts in the CSM Configurable Workspace Chat panel.
Manager Experience
- Review call transcripts, sentiments, and recordings to explore coaching opportunities for agents.
- Use call metrics such as the agent call time, to report on agents.
New in this Release:
- Security update role change from admin role to sn_cti_core.admin role for administration and configuration.
Required plugins and products
- This application requires a subscription to CSM
- Dependencies
- ServiceNow Voice Core (sn_cti_core)
- ServiceNow Voice UI Components (sn_cti_ux)
- ServiceNow Amazon Connect (sn_cti_amzn_cct)