In today’s fast-paced digital world, businesses face growing challenges in delivering seamless customer service while managing increasingly complex operations. Customers expect instant resolutions, personalised support, and omnichannel communication—but many organisations struggle with outdated systems, siloed data, and inefficient workflows. These challenges lead to frustrated customers, longer resolution times, and higher operational costs.
To stay competitive, businesses need a service management solution that is agile, scalable, and deeply integrated across all touchpoints. This is where Amazon Connect and ServiceNow come in. When combined, these powerful cloud-based platforms help organisations streamline service operations, enhance customer interactions, and drive efficiency. Together, they form the backbone of Ergo Connect, a modern approach to service management that enables businesses to stay ahead in the evolving customer experience landscape.
This blog explores why Amazon Connect and ServiceNow form a winning combination within the Ergo Connect ecosystem and how they can transform service delivery for modern enterprises.
What is Amazon Connect?
Amazon Connect is a cloud-based contact centre service from Amazon Web Services (AWS) designed to make it easy to deliver high-quality customer service at scale. It provides businesses with tools to manage incoming calls, chats, and other customer interactions across multiple channels. The platform is highly flexible, allowing managed service providers such as Ergo to quickly deploy and scale their contact centres based on demand.
Key features of Amazon Connect managed services:
- Omnichannel support (voice, chat, email, etc.)
- AI-powered routing using AWS AI tools like Amazon Lex and Amazon Polly
- Scalable infrastructure, paying only for what you use
- Real-time analytics and reporting for better decision-making
- Seamless integrations with a variety of third-party tools
- Sentiment analysis using AWS Contact Lens offers a modern approach to understanding customer sentiment. Traditional CSAT surveys are becoming obsolete, while AI-driven sentiment analysis proves more accurate due to vast data sets.
How ServiceNow TPSM optimises service management
ServiceNow is a leading provider of cloud-based service management software, offering solutions that help organisations automate workflows and improve overall operational efficiency. Using the vertical specific software instance called technology provider service management (TPSM), this enables managed service providers to manage customer requests, IT incidents, service catalogue items, HR requests, and more, for multiple client tenancies all from a single unified platform such as Ergo Connect™
Key capabilities of ServiceNow:
- IT Service Management (ITSM)
- Customer Service Management (CSM)
- Human Resources Service Delivery (HRSD)
- Automated workflows and task management
- Self-service portals for users
Why combine Amazon Connect with ServiceNow TPSM?
The combination of Amazon Connect with ServiceNow TPSM creates a powerful, integrated platform that enhances both service management and customer
experience. When these two tools work together, managed service provider’s such as Ergo can unlock a host of benefits for their clients, including improved service delivery, better near real-time insights, and seamless communication across teams to improve mean time to resolve (MTTR) and drive a better client experience and deliver continual improvements and better CSAT scores.
Benefits of combining Amazon Connect with ServiceNow TPSM
1. Streamlined case and incident management
Integrating Amazon Connect with ServiceNow allows agents to manage cases and incidents directly from the contact centre interface. When a customer calls, ServiceNow automatically pulls up the relevant information from the customer’s profile or previous interactions.
This means agents can view the customer’s history, service requests, and relevant details without having to toggle between different systems. This significantly reduces the time spent on administrative tasks and improves first-call resolution rates as well as avoiding wasted time from clients explaining issues and giving details that should already be known.
2. Enhanced client experience management
With Amazon Connect, you can implement AI-driven features such as intelligent call routing, chatbots, and automated responses using Amazon Lex. By integrating these capabilities with ServiceNow’s Customer Service Management (CSM) module, customers receive faster, more personalised service. For example, an AI-powered bot can handle common inquiries and direct more complex issues to a skilled human agent. Once an agent picks up the call, ServiceNow can provide them with the necessary context, helping them resolve the issue more quickly.
3. Self-service and automation
By integrating ServiceNow’s service catalogue and knowledge base with Amazon Connect’s self-service capabilities, organisations can offer customers more ways to solve their issues without human intervention. Customers can browse the knowledge base or use interactive voice response (IVR) systems to resolve common problems. This reduces the number of service tickets and allows agents to focus on more complex tasks, improving overall efficiency.
4. Proactive customer engagement
Amazon Connect and ServiceNow together enable proactive service delivery. For example, ServiceNow can trigger notifications or tasks when certain service levels are breached, while Amazon Connect can initiate outbound calls or SMS alerts to inform customers about the status of their issues. By providing customers with timely updates or proactive solutions, businesses can create a more responsive and engaging experience.
5. Data-driven insights for continuous improvement
Both Amazon Connect and ServiceNow offer robust analytics capabilities. Amazon Connect provides real-time reporting on call volumes, wait times, and agent performance, while ServiceNow offers insights into case resolution times, customer satisfaction, and workflow efficiency. By combining these analytics, businesses can gain a 360-degree view of their service operations, identify bottlenecks, and continuously optimize processes for better performance.
6. Scalability and flexibility
Both Amazon Connect and ServiceNow are cloud-based, meaning that organisations can easily scale their operations as demand fluctuates. Whether it’s expanding the number of customer service agents or adjusting workflows to handle increased volumes, these platforms provide the flexibility to grow with the business.
Best Practices for a successful Amazon Connect & ServiceNow integration
To maximise the benefits of creating an integrated platform such as Ergo Connect combining cloud platforms and other systems such as Amazon Connect and ServiceNow, the following best practices should be adhered to as key learnings from our implementation perspective:
· Leverage APIs and connectors: Use pre-built integrations or APIs to seamlessly connect Amazon Connect and ServiceNow. This will ensure smooth data flow between the platforms and reduce the need for manual data entry.
· Focus on AI and automation: Take advantage of Amazon Connect’s AI capabilities, such as chatbots and predictive routing, to enhance ServiceNow’s self-service features and reduce the burden on live agents.
· Pay attention to adoption and change: Ensure that agents are well-trained in using both platforms so that they can make the most of the integrated features and provide the best possible customer service.
· Monitor and optimise: Use the best of the analytics tools available in both platforms to continuously monitor performance and identify areas for improvement.
Amazon Connect & ServiceNow: A future proofed winning combination
As business expectations continue to evolve, MSPs such as Ergo must continue to adopt and integrate these cloud platform offerings into our Ergo Connect platform to enable the delivery of superior service experiences for our clients. Amazon Connect and ServiceNow are two such tools that, when integrated in the right manner, create a modern, scalable, and efficient solution for managing customer interactions and service requests.
By combining Amazon Connect’s omnichannel contact centre capabilities with ServiceNow’s robust service management workflows offered through TPSM, Ergo are enhancing the customer journey, reducing operational inefficiencies, and driving continuous improvement.
For businesses looking to stay competitive and meet the demands of modern customers, this dynamic duo combined with the Ergo connect managed service stack wrap and IP offers a future-proof solution that empowers both employees and customers alike.
Ready to elevate your service management?
Streamline operations, enhance customer experiences, and drive efficiency with Amazon Connect and ServiceNow—seamlessly integrated within Ergo Connect.
Contact Us
