ServiceNow announced the general availability of workflows directly embedded in Microsoft Teams on Thursday. The integration feature-now available to any customer using Paris version or higher-allows HR and IT teams to use ServiceNow to collaborate and solve problems directly in Teams.
These integrations are in line with ServiceNow’s continuous development from a company that supports IT service management to a company that supports enterprise workflow. ServiceNow’s ITSM business senior vice president and general manager Matt Schvimmer (Matt Schvimmer) said that part of it is studying “how we interact with employees in the context of their daily work.”
Schwimmer told ZDNet that although some parts of Microsoft’s product portfolio overlap with ServiceNow’s products, “they do have employee collaboration.” “We want to have work units, work processes, management methods… our employees’ work processes, their employees’ collaboration-this is a solid combination.”
Newly integrated features include Chat-to-Call, which allows agents to invite employees to join Teams calls directly from real-time chat. It supports video calls and screen sharing, so agents can quickly solve problems.
Customers can also take advantage of major event management so that teams can quickly come together to solve problems within the organization. This feature includes meeting extensions, allowing agents to directly share key information from the Now platform into Teams meetings.
After ServiceNow and Microsoft jointly designed an integrated work experience, the first embedded workflow was launched in September.
Schwimmer said that as the organization responded to the pandemic with remote, decentralized teams last year, it emphasized the importance of “meeting with employees.” As evidence, ServiceNow stated that virtual agent deployment has increased by 300% in 2020, while employee self-service usage has increased by 1500%.
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