The service has expanded its partnership with Microsoft to improve integration with teams and improve employee experience.
At Microsoft Ignite 2020, Microsoft has introduced a new workflow embedded in the team to improve employee productivity, including self-service and improved case resolution.
The service’s digital workflow platform, powered by the Nao platform, aims to improve the new capabilities of agents by enabling them to more effectively collaborate with the Microsoft team and complete key tasks.
Teams is Microsoft’s fastest growing business application so far. This was true in 2018 and now as of April 29, the Microsoft team had 75 million daily active users, 70% more than just six weeks ago.
In April, Microsoft saw more than 200 million meeting participants in a single day, creating more than 4.1 billion meeting minutes, according to the company.
New skills announced today include employee experience and agent effectiveness.
Employee Experience at Microsoft Teams Enables companies to assist employees in choosing the tools and devices they use.
By embedding services locally in teams, employees can submit requests, receive updates on progress requests, act on notifications, chat with virtual agents for automated assistance, and connect with live agents if virtual agents can’t help.
Also, agents can use notifications to launch a team client to engage directly with peers, push large event updates to business stakeholders, and open direct chats with employees from any event or request.
When the new Teams Meeting Extensibility feature is used, ServiceNo enables workflow agents to be more productive by resolving large events directly from within Microsoft team meetings.
The new capabilities are available to selected customers today as part of the beta program.
“We’re helping customers solve one-generation challenges by capitalizing on their commitment to digital transformation,” said Chirantan CJ Desai, Chief Product Officer, ServiceU.
“We are doubling down as teams to find innovative ways to promote engagement, culture, collaboration and productivity wherever working people are.”
Rajesh Jha, Executive Vice President of Experience and Device Services, said, “People need to be connected and organized from anywhere now.
“Servisno is providing end-to-end team experience for the new general. For example, Extensibility Interviews lets service agents more easily interact with service platforms, collaborate on group chats, channels and conferences, and respond to events. “
These updates follow the Service Neo Platform Paris release, which features several high-demand Microsoft integrations to help enterprises accelerate their digital transformation journey.
According to the company, customers can use these integrations: optimizing usage with the help of Microsoft Azure for hybrid cloud cost and serviceno cloud insights; Drive the new hire with ServiceNow employee experience and Microsoft Azure Active Directory; And gain greater control and visibility into corporate assets assisted by Servisno Software Asset Management and Microsoft Azure Active Directory.
Additionally, the Servisno Virtual Agent Lite plugin for Microsoft Team, published in Paris, provides a limited version of Virtual Agent for IT service management standard clients.
It was launched with three pre-built conversations for general IT support requests. These keyword-based conversations run in a web chat client and with the integration of virtual agent messaging with the Microsoft team.
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