0
5.4.0
Australia, Zurich, Yokohama, Xanadu Patch 3, Xanadu
Integration
ServiceNow Voice for Amazon Connect integrates with ServiceNow Configurable Workspace, Interaction Management, Interaction Controls Component (a softphone UI embedded in the Interaction Page), and Real-time Transcription, enabling agents to manage voice interactions without leaving the workspace.
This application includes the following key features:
- Step-by-step instructions and templates for integrating with Amazon Connect
- New Outbound Flow templates to manage outbound calls
- Transcription, Recording, and Customer Sentiment Analysis displayed in the workspace
- Support for phone channel analytics using AWA work items and Workforce Optimization
- Amazon Connect integrated with ServiceNow native voice controls on the interaction page
- Screen pops
- Extensible support for Data Dips
- Integrated Amazon Connect with ServiceNow native voice controls on the interaction page
- Real-time Transcription
- ServiceNow Voice AI integration capabilities
- Voice AI toggle integrated into the Amazon Connect setup guide
- End-to-end call flow continuity through Voice AI to live agents
New
ServiceNow Voice AI integration with Amazon Connect
ServiceNow Voice AI now integrates with Amazon Connect through an updated setup guide. Voice AI handles inbound calls and routes them to live agents when needed, with end-to-end call flow continuity.
- Dependencies
- OpenFrame (com.sn_openframe)
- ServiceNow Voice (sn_cti_core)
- Subscription to Amazon Web Services.
- Node.js 22.x. - if you are upgrading from a previous release, you must upgrade your existing deployment of Lambda function running on Node.js 10.x, 14.x, or 18.x and point it to Node.js 22.x. For more information see, https://aws.amazon.com/blogs/compute/node-js-22-runtime-now-available-in-aws-lambda/.
- Lex V2