ServiceNow Omnichannel Customer Contact
respond in context to any customer inquiry that comes unsolicited or as a reply to a notification; recognize the customers, record and distribute the interactions to analysts; capture customer satisfaction with post-transactional surveys, and assess analyst performance through an extensive set of reports
All communication channels are supported
including voice, messaging, email, and video; Messaging applications include Facebook Messenger, LINE, Telegram, Viber, and WeChat as well as web chat and SMS. The applications can be tailored by ServiceNow administrators to accommodate their organization’s business processes using provided omnichannel scenario builder.