Unified Agent Workspace for ServiceNow

This overview is for anadministratorClosed Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel).. If you're an agent, learn about agent tasks in Unified Agent Workspace for ServiceNow. Unified Agent Workspace for ServiceNow integrates NICE CXone directly into your ServiceNow workspace. It allows you to manage voice calls and digital interactions without leaving ServiceNow or switching between applications.

Key capabilities

  • Unified interaction handling: Accept, manage, and complete voice calls, chats, and digital messaging directly within your ServiceNow workspace.

  • Integrated softphone controls: Use native call controls to answer, mute, hold, transfer, and disconnect voice calls.

  • Real-time presence synchronization: Set your availability status (such as Available, Working, or Unavailable) in ServiceNow. Your status syncs automatically with NICE CXone so you receive interactions only when ready.

  • Live call transcription: View real-time, automated call transcripts during active voice conversations to capture key details and support post-call documentation.

  • Integrated customer context: Access relevant customer details, case records, and interaction logs automatically when a contact is routed to your workspace.

  • Integrated directory: Look up and dial internal colleagues or external address book contacts directly from the workspace.