As companies review their organizations in the midst of a pandemic, ServiceNow goes further in its collaboration with Microsoft Teams and announces the availability of new features designed to facilitate interactions, especially with IT and HR departments in the new world of distributed work .
Teams can now resolve incidents directly within Teams. These features include a Chat-to-Call, allowing you to initiate a Teams call from instant messaging directly with an employee. It enables video calling and screen sharing, so agents can resolve issues faster.
ServiceNow also implements a major incident management solution so that teams can quickly come together to resolve organization-wide issues through a “structured process”. This capability notably includes meeting extensions, allowing agents to share essential information from the plateforme Now.
For the partners, these solutions “are part of the continuity of the commitment of the two companies to accelerate the digital transformation for their common customers,” said a press release. The first integrated workflows were released in beta in September, after ServiceNow and Microsoft jointly designed the integrated work experience.
The challenges of hybrid work
“Productive collaboration has become essential for business continuity and corporate resilience as some workers begin to return to their physical workplace,” said Matt Schvimmer, senior vice president and general manager for the ITSM business. (IT Management Services) from ServiceNow, in a blog post.
“As we’ve seen throughout the pandemic, the combined power of business agility and collaboration has never been more crucial. By enabling collaboration within Microsoft Teams workflows, agents can tackle complex issues together and spread resources to ensure incidents are taken care of as quickly as possible, ”he explains. he.
According to Matt Schvimmer, these features also pave the way for employee return to the workplace. “Officers now have the resources to prepare for the increase in incidents and demands when employees return to their physical workplace and need assistance returning to the office. Once an incident is resolved, “all activity is captured within the Now Platform so that in the future other people can also benefit from the interaction,” he says.
He also observed “substantial growth in the number of customers deploying intelligent chatbot experiences.” In 2020, the deployments of these “virtual agents” would have increased by 300%, says the manager.
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