0
1.5.1
Zurich, Yokohama, Xanadu
The Omnichannel Callback for Customer Service Management extends omnichannel callback capabilities to support CSM-specific use cases. This includes customer experience, agent experience, and CSM data model support. It provides framework to integrate CCaaS callbacks into the ServiceNow platform.
- Request an omnichannel native callback at the earliest available time or at a scheduled time from the Virtual Agent, Engagement Messenger, or Customer Service Portal.
- Ability to reschedule or cancel a scheduled native callback.
- Data model changes to support external callbacks and to show callback context to the agents.
- APIs to enable CCaaS to create, update, route, or close callback tasks in ServiceNow.
- Show CCaaS-related callback parameters in the AWA Inbox.
- Equip agents to transfer the callback requests before dialing the call, enhancing flexibility in managing customer interactions.
- Enable scheduled callbacks, allowing customers to choose a preferred callback time in addition to the existing ASAP option.
- Facilitate agents to view the list of queues and other agents for easier callback transfers and efficient customer management.
- Capture callback reasons more effectively with the expanded Reason for Call field, which includes additional choice values.
Required plugins and products
- com.sn_customerservice
- com.sn.omnichannel.callback