AWS and ServiceNow join forces on cloud call center solution

Tech Intelligence Bulletin (HG Insights) With the combination of Amazon Connect’s AI and NLP (natural language processing) solutions with ServiceNow’s IT support platform, both companies plan to make call centers more agile to address the reality of the ‘remote working’ norm.

According to a report in ZDNet, AWS and ServiceNow are partnering on a cloud call center solution to target Genesys, Avaya and Cisco. Both companies will set in motion an AI powered Contact-Center-as-a-Service (CCaaS) offering for IT support that integrates Amazon Connect with ServiceNow’s platform.

Migrate call centers remotely

AWS and ServiceNow are looking to exploit enterprises’ requirement to be able to migrate call centers remotely when the need arises, together with adapting to different support channels rapidly. The cloud call center will include ServiceNow’s digital workflows with Amazon Connect as well as AWS’ NLP AI solutions, Comprehend, Transcribe and LEX. Additionally, it is easier to move cloud-based call centers than their physical counterparts.

Set up in minutes

Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. Contact centers can be set up in minutes to support millions of customers.

ZDNet reports Matt Schvimmer, vice president and general manager for ServiceNow’s ITSM business unit, started with Amazon Connect as a customer. “We switched over to Connect from a legacy system about a year ago,” states Schvimmer in the report. “You can configure Connect quickly across multiple channels and easily design workflows.”

Amazon Connect’s integration with ServiceNow is complimentary with users paying AWS separately.