ServiceNow is a cloud-based platform that enables you to automate business processes across your organization. With ServiceNow, you can use multiple apps and plugins to manage projects, teams, and customer interactions. The ServiceNow platform records all service management processes performed within your organization.

Avaya Workspaces for CRM integration with ServiceNow enables agents in your contact center to perform the following actions while using the ServiceNow functionality:

Agents use the Avaya Workspaces for CRM softphone capabilities to communicate with customers and the ServiceNow integration to manage the associated ServiceNow information. For example, an agent can select a phone number within the ServiceNow phone directory and initiate an outgoing voice interaction using the Avaya Workspaces for CRM softphone.

This integration also includes supervisor functionalities. For example, it enables supervisors in your contact center to monitor agents and intervene with customers. Within the Avaya Workspaces for CRM softphone, supervisors can use the supervisor dashboard to view the currently active agents and perform supervisor tasks, such as observing interactions, coaching agents, and barging into interactions.

For more information about how agents and supervisors can use the Avaya Workspaces for CRM softphone within ServiceNow, see Using Avaya Experience Platform™ Public Cloud Avaya Workspaces for CRM.

As an administrator, you must perform the tasks required for completing the integration of Avaya Workspaces for CRM with ServiceNow. When completing the integration, you can configure your contact center properties and manage your agents' experience. For example, you can enable your agents to transfer calls and set up conferences.

This guide describes the ServiceNow procedures required for the integration process. For more information about administering ServiceNow, see https://docs.servicenow.com/.