Frankfurt-ServiceNow (NYSE:NOW), a digital workflow company, announced the expansion of its partnership with Microsoft. The purpose of cooperation is to provide employees with high-quality digital experience anytime, anywhere. At Microsoft Ignite 2020, ServiceNow demonstrated a new workflow embedded in the Microsoft team to improve employee productivity through seamless self-service and faster case handling. Based on the Now platform, ServiceNow’s leading digital workflow platform, the new features also allow employees to complete important tasks in the Microsoft team, thereby improving collaboration between employees.
Teams is currently Microsoft’s fastest growing business application. This is the case in 2018. Long before the lock-in measures were implemented, the number of people working remotely and online training soared. On April 29, Microsoft Teams had 75 million daily active users, a 70% increase from six weeks ago. That month, Microsoft had more than 200 million people attending meetings a day, which took more than 4.1 billion minutes.
“We are committed to helping customers solve extraordinary challenges while focusing on the potential of digital transformation,” he explained Chirantan “CJ” Desai, Chief Product Officer, ServiceNow. “We are strengthening collaboration with the team to discover innovative ways to create workflows so that we can increase participation, culture, collaboration and productivity anytime, anywhere.”
“Today is more important than ever, no matter where they are, people need to connect and organize,” Rajesh Jha, Executive Vice President of Microsoft Experience and Devices. “ServiceNow provides an end-to-end team experience for the so-called “new normal”. The scalability of meetings, for example, makes it easier for service agents to interact with ServiceNow’s Now platform and collaborate in group chats, channels, and meetings And respond to incidents.”
New features include:
- Employee experience of the Microsoft team: The company wants to support its employees with all the tools and equipment it needs. Due to ServiceNow’s inherent embedding in the team, employees can submit queries, receive updates and proactive notifications about ongoing queries. You can also chat with a virtual agent for automatic support and connect to a live agent when the virtual agent cannot help-all without leaving Microsoft Teams.
- Proxy function in Microsoft Teams: Agents are increasingly using ServiceNow IT service management, but hope to use the collaboration function in the team to communicate with employees and work with other agents. Agents can now use Notify to communicate directly with team customers and colleagues. In addition, they can forward important events to potential business customers and have direct chats with employees about events or requests. Combined with the new “Team Meeting Scalability” feature, ServiceNow workflow enables agents to increase productivity because they can resolve major events directly from Microsoft Teams meetings.
Now, as part of the Beta program, some customers can use these new features.
“Organizations rely more on collaboration platforms than ever before. Companies like ServiceNow develop tools and solutions to complement and enhance the experience of the Microsoft team. Accenture is very interested in testing and using this new product. Thomas Bruss, Director of Corporate Services, Accenture.
Today’s update was carried out after the release of the ServiceNow Paris version. Microsoft has announced an integration here to support the company in accelerating its digital transformation. Customers can use these integrations to:
- Spending and usage of hybrid cloud Optimized by using Microsoft Azure support in ServiceNow Cloud Insights;
- Optimize and accelerate the onboarding of new employees through ServiceNow employee experience and Microsoft Azure Active Directory with;
- More control and transparency over company resources Use ServiceNow software asset management and Microsoft Azure Active Directory to win.
In addition, the ServiceNow Virtual Agent Lite plug-in of “Microsoft Team” was also released in the Paris release, which provides a limited version of the Virtual Agent for standard customers of IT service management solutions. It includes three predefined dialogs for common IT support requests. These keyword-based conversations run in the web chat client and virtual agent messaging integration with Microsoft Teams.
Today’s announcement is a continuation of the cooperation in 2019, with the purpose of accelerating the digital transformation of mutual customers, part of which is ServiceNow’s transfer of its workloads from certain highly regulated markets to Microsoft Azure. This partnership gives customers access to more than 25 co-developed solutions. The two companies are committed to continuing to innovate the ServiceNow team to provide employees with the best experience of any location and scale. (ServiceNow / mc / ps)
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