ServiceNow has entered into a five-year strategic collaboration agreement with Amazon Web Services (AWS).
The collaboration covers many bases, including the integration of ServiceNow's Customer Service Management (CSM) platform with Amazon Connect.
With this move, both vendors aim to allow more businesses to layer AWS AI technology over ServiceNow workflows to streamline contact center case management.
Cloud-based platform and solutions provider ServiceNow will also work together with AWS to provide solutions for cloud transformation, automotive manufacturing, and supply chains.
Paul Fipps, President of Strategic Accounts at ServiceNow, commented on the new collaboration agreement with AWS: "By entering into an SCA with AWS, we’re taking another major step in accelerating end-to-end business transformation.
"Our new SaaS platform on AWS and our co-developed solutions are an integral part of our efforts to help customers put AI to work for their business.
We are thrilled to bring together AWS’s leading cloud capabilities, the power of the ServiceNow platform as well as our leadership and innovation in cloud computing, generative AI, and machine learning.
AI Call Center Collaboration
Alongside the Customer Service Management (CSM) platform integration, the collaboration aims to improve contact center reporting.
Indeed, ServiceNow’s Now Assist and Amazon’s AI and ML-powered analytics can be utilized for calls to reveal sentiment, conversation characteristics, and contact themes.
As a result, agents may gain access to the necessary knowledge articles and contextual critical information to speed up time to resolution and enhance customer experience.
A Deep Technology Partnership
The partnership between ServiceNow and AWS was announced at AWS re:Invent - alongside many other contact center announcements.