ServiceNow and AWS are working on contact center solutions

ServiceNow and AWS are working together to provide a cloud-based “as a service” contact center solution based on artificial intelligence (AI). Therefore, the company hopes to compete with other suppliers of these solutions.

Through the partnership, the two parties will combine ServiceNow’s workflow platform and AWS’s existing cloud-based contact center solutions; Amazon Connect. In addition, natural language AI technology, LEX, Transcribe and Complete technologies, and ServiceNow digital workflows will also be integrated into the solution.

Business

The integration of Amazon Connect and Cloud Call Center makes it easier for customers to deploy their existing call centers remotely, while deploying multiple support channels.

AWS’s AI and automation services and ServiceNow’s service desk function automate tasks and improve the calling experience for callers and agents. Most importantly, by automating the tasks of the IT help desk in the contact center, customers can save costs and can take certain actions immediately that would otherwise take longer, so hope AWS and ServiceNow.

Competition with other providers

By introducing a cloud-based joint contact center platform, both parties hope to gain control of a larger part of the cloud contact center market. Therefore, they are directly competing with existing solutions from providers such as Cisco, Genesys and Avaya.

tip: Commercial VoIP continues to grow