ServiceNow announced full integration with Microsoft, enabling HR and IT agents to collaborate more effectively and resolve issues directly in Microsoft Teams. These innovations support today’s agents working from home by enabling fast and direct communication lines within Microsoft Teams so that they can be contacted where employees work.
Due to the pandemic, employees are distributed in different places, which means that fruitful collaboration is essential for business continuity and business resilience.
New applications immediately available include:
Chat-to-Call: The agent can invite employees to join the Teams call directly from the real-time chat to quickly explain and solve the problem. Chat-to-Call allows video calls and screen sharing, so events can be detected faster. In more complex situations, agents can participate through video links, providing a more user-friendly approach.
Major event management, including meeting postponement: Agents can quickly collaborate in groups and resolve events within the organization through a structured process. Using meeting extensions, important information from the Now platform can be directly shared in Teams meetings so that agents can understand the meaning of events and can take action faster.
These announcements are in line with the two companies’ commitment to accelerate the digital transformation of their mutual customers and create an excellent employee experience.
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