Microsoft: ServiceNow’s new collaboration app brings the employee experience into the workflow of Microsoft Teams

As the world shifts to hybrid work, people need tools to simplify daily tasks and bring them into the workflow. This is why we are excited about the Microsoft Teams collaboration application that our partners provide to our customers. Collaboration applications are a new class of Teams applications that provide a rich collaboration experience in chats, channels, and meetings.

Today, we are very pleased to see ServiceNow introduce the Teams collaboration application to its employee center, which provides a single, unified portal for employees to find information, access resources, and make service requests directly in the Teams workflow .

With ServiceNow’s employee center becoming one of the first collaboration applications to be launched to customers, we are very pleased to see ServiceNow’s leadership in extending its services using the collaborative application development model, with collaboration as the center of the architecture. Teams is the distribution platform where ServiceNow brings critical workloads to its users. They create relevant experiences to improve user satisfaction and business results.

The new application illustrates the possibilities of collaborative applications. For example, the new applications include:

• Meeting integration embeds event details and communication tasks directly into Teams to achieve shared understanding and rapid collaboration.

• Personal applications-ServiceNow’s industry-leading human resources, IT and legal information workflow.

• Chatbot-provides a virtual agent that can assist in HR, IT, legal and other aspects of work.

• Actionable notifications-enable employees to take action on key notifications without leaving Teams.

ServiceNow not only takes advantage of the componentization of processes and the inclusion of context into Teams, but they also use the connection with Teams in their software as a service (SaaS) platform to close the cycle of their collaborative application products. ServiceNow has integrated the Teams meeting scheduling function in Microsoft Graph into their web application, so agents can easily initiate meetings for major event management.

Levi Strauss has seen the benefits of ServiceNow virtual agents in Teams. Levi Strauss integrates the ServiceNow virtual agent with Microsoft Teams, so employees around the world can request and receive services quickly and efficiently. Promoting fast and direct communication channels within Teams can increase agent productivity and employee satisfaction. After the implementation of the integration, the team found that the deviation rate exceeded 50%, and the internal customer service rate (CSAT) of employees soared to 100%. Microsoft Azure Translator can also handle real-time communication and translation between agents and employees-this is a huge value for their global service desk.

As part of the latest version of ServiceNow’s Teams collaboration application, organizations can increase the productivity of the mixed workforce by providing a consistent service experience in Teams, and increase agency efficiency by using virtual agent transfers and automating service requests. Customers can get advanced cross-departmental features and a single service experience in Teams-no matter which department will submit their help request, enabling agents to easily provide support by initiating a conversation directly in Teams.

Collaboration applications address the organizational changes that every business needs to make to meet the ongoing challenges and demands of mixed workplaces. Partner applications such as ServiceNow’s products and custom collaboration applications will help drive the digitization that organizations need to stay ahead of the curve.

Check out these additional resources to learn more about building collaborative applications with Teams: