Optimized operational outcomes

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With integrated AI and CCaaS capabilities for the canada phone number list SerivceNow workspace, the service desk can effortlessly serve more customers or employees in less time — without increasing manual workloads or hiring additional workforce. This, in turn, helps keep operational costs to a minimum while maximizing ROI. The added benefits of seamlessly integrated and complementary contact center capabilities for the ServiceNow workplace effectively avoid costs associated with duplicative capabilities and expensive IT or third-party vendor assistance for maintenance or complex capability enablement.



The strategic approach to a unified experience for employee or customer service organizations
To optimize service operations and boost outcomes and results, a strategic digital transformation plan is essential. To get you started, here are some key considerations backed by industry-leading Gartner analysts.

1. Develop a clear transformation strategy:
To develop a successful digital transformation plan, your organization must have an in-depth understanding of your unique service desk requirements and a clear understanding of the four pillars of successful CX/EX to effectively achieve your business's goals and objectives. For leading organizations, this often includes optimizing experiences through a connected rep strategy and embracing innovative technologies that can help automate and advance contact centers without adding additional manual work for agents and supervisors or requiring expensive IT assistance. Gartner reports that Generative AI, Conversational User Interfaces, and Digital Customer Service are the three technologies that will have the greatest impact on the transformation of a contact center.5

2. Enable unified omnichannel engagements:
From the first engagement to the last, the employee/customer journey experience must be seamless across channels. With 88% of customer service journeys starting through self-service channels, offering a smooth transition between self-service and the live agent interaction can have a major business impact. As explained by industry analysts, “Seamless transitions save an average of 4 minutes of costly rep time per customer journey because reps aren’t asking customers to repeat information they have already provided.”6 Customers who experience a seamless transition are also more likely to choose self-service again in the future, leading to decreased manual effort and more customers served in less time — improving CX and agent productivity while reducing operational costs.