Chirantan Desai, Chief Product Officer of ServiceNow.
Service Now, a company that allows people to work better, announced an expansion of its partnership with Microsoft to provide advanced digital experiences to meet the needs of employees.
At Microsoft Ignite 2020, ServiceNow introduced a new workflow embedded in Microsoft Teams to improve employee productivity through seamless self-service and faster case resolution. Supported by the Now platform, ServiceNow’s leading digital workflow platform, these new features also enable agents to collaborate more effectively and complete key tasks in Microsoft Teams, thereby increasing agent productivity.
Teams is by far Microsoft’s fastest growing business application.
Chirantan Desai, Chief Product Officer of ServiceNow, said: “While leveraging the promise of digital transformation, we have helped customers solve generations of challenges.” “No matter where people are, we will redouble our efforts to find innovative ways for teams to improve Participation in workflow, culture, collaboration and productivity.”
Rajesh Jha, executive vice president of Microsoft Experience and Devices, said: “People need to stay connected and organized more than ever before. ServiceNow is providing end-to-end team experience for the new normal. For example, meeting scalability allows service agents to be more Easily interact with the ServiceNow platform, collaborate in group chats, channels and meetings and respond to events.”
New features include:
Experience of employees in the Microsoft team: The company wants to provide employees with support for any tools and equipment they choose to use. By embedding ServiceNow natively in Teams, employees can submit requests, receive updates on ongoing requests, act on notifications, chat with virtual agents for automatic help, and contact real-time agents when they cannot provide assistance-all No need to leave Microsoft Teams.
Agent functions in Microsoft Teams: Agents spend most of their time on ServiceNow IT service management, but they want to more easily use the collaboration features in the team to communicate with employees and collaborate with other agents. Now, agents can use Notify to activate Teams customers to directly interact with peers, push major event updates to business stakeholders, and directly chat with employees based on events or requests. When combined with the new Teams Meeting scalability feature, ServiceNow Workflow enables agents to improve their work efficiency by resolving major events directly from Microsoft Teams meetings.
Part of the Beta program provides these new features to some customers.
“Organizations rely more on collaboration platforms than ever before. Companies like ServiceNow are creating tools that complement and enhance the Microsoft Teams experience. Accenture is eager to test and deploy this new product.” Thomas Bruss, Accenture Director of Enterprise Services (Thomas Bruss) )Say.
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