ServiceNow CSM & Contact Center Solutions
Transform your customer service operations with enterprise-grade contact center solutions. We deliver seamless integrations across platforms, empower your teams, and drive measurable improvements in customer satisfaction.
Elevate Every Customer Interaction
Our ServiceNow CSM and Contact Center expertise transforms how organizations engage with customers. From multi-channel routing to AI-powered insights, we build solutions that reduce resolution times, improve first-call resolution, and boost customer satisfaction scores.
With experience across industries—from airlines and car rentals to telecommunications and SaaS—we understand the unique demands of high-volume customer service operations.
Multi-Platform Expertise
Think of telephony providers as the "phone company" that handles the calls, and customer service platforms as the "smart dashboard" that connects those calls to customer information. When a customer calls, the telephony provider handles the call, and the service platform pulls their history directly into the agent's screen—so the agent can see who they are and help them faster, all without switching between different programs.
Customer Service Platforms & Interfaces
The smart dashboards your agents use to manage customer interactions
ServiceNow CSM
Comprehensive Customer Service Management with case management, knowledge bases, self-service portals, and unified agent workspace
Salesforce Service Cloud Voice
Native integration with Salesforce CRM, connecting voice channels directly to customer records for complete visibility and context during every call
Telephony Providers & Infrastructure
The underlying phone systems and call routing technology
Amazon Connect
Cloud-based contact center infrastructure with AI-powered capabilities, intelligent routing, and scalable call handling
Google Contact Center AI
Advanced telephony platform with natural language processing, virtual agents, and intelligent call distribution
Twilio
Flexible cloud communications platform for voice, SMS, and programmable call flows with extensive API capabilities
Azure Communication Services
Microsoft's cloud telephony infrastructure with enterprise-grade security and global reach
Five9
Cloud contact center platform with omnichannel routing, workforce optimization, and predictive dialing
Additional Providers
We also work with Genesys, Nice CXone, Avaya, and other telephony providers to meet your specific needs
Integration Expertise
Connecting all your systems for seamless customer experiences
CRM & ERP Integration
Connect to virtually any CRM or ERP system for unified customer data
Multi-Softphone Support
Experience with all major softphone platforms for agent flexibility
Real-Time Data Sync
Bi-directional data flow between telephony, CRM, and service platforms
The CloudWorks Advantage
Our expertise isn't in a single tool—it's in understanding how all these pieces work together. We've implemented contact centers across dozens of platform combinations, and we know how to architect solutions that leverage the strengths of each component while avoiding common integration pitfalls.
Comprehensive CSM Capabilities
End-to-end customer service management solutions built on ServiceNow
Case Management
Intelligent case routing, assignment, and escalation workflows that ensure the right agent handles every customer issue.
- Multi-channel case creation
- SLA tracking and enforcement
- Automated assignment rules
- Escalation workflows
- Case analytics and reporting
Knowledge Management
Empower agents and customers with searchable, structured knowledge that reduces resolution times.
- Knowledge article creation and approval
- AI-powered article suggestions
- Self-service portals
- Search optimization
- Usage analytics
Omnichannel Routing
Unified customer interactions across voice, email, chat, SMS, and social media channels.
- Skills-based routing
- Channel-agnostic queuing
- Real-time agent availability
- Priority-based escalation
- Unified agent workspace
Contact Center Setup
Complete contact center implementation including IVR, call recording, and workforce management.
- IVR design and implementation
- Call recording and quality monitoring
- Workforce management integration
- Real-time dashboards
- Performance analytics
Customer Self-Service
Branded portals and mobile apps that enable customers to find answers and resolve issues independently.
- Custom portal design
- Mobile-responsive interfaces
- Chatbot integration
- Account management
- Community forums
Analytics & Reporting
Comprehensive insights into contact center performance, agent productivity, and customer satisfaction.
- Real-time dashboards
- Custom KPI tracking
- Trend analysis
- Agent performance metrics
- Customer satisfaction scoring
User Enablement: The CloudWorks Difference
A perfectly designed contact center is worthless if your team doesn't use it effectively. That's why user enablement is baked into every CloudWorks engagement.
We don't just build systems—we build competent, confident teams. Our approach combines hands-on training, comprehensive documentation, and ongoing support to ensure your agents embrace the new tools from day one.
Role-Based Training
Customized training programs for agents, supervisors, and administrators
Hands-On Workshops
Interactive sessions with real scenarios and practice environments
Documentation & Guides
Easy-to-follow guides, videos, and quick reference materials
Post-Launch Support
Ongoing coaching and refinement to drive continuous improvement
CSM & Contact Center Industry Expertise
Proven success across diverse, high-volume customer service environments
Airlines & Transportation
Managing high call volumes during disruptions, reservation changes, and customer inquiries with seamless multi-channel support.
- Flight status and booking management
- Disruption handling workflows
- Loyalty program integration
- Multi-language support
Payer Side Insurance
Supporting health plan members with benefits inquiries, claims status, provider searches, and authorization requests through compliant contact centers.
- Member benefits and eligibility verification
- Claims inquiry and status tracking
- Provider network and referral support
- HIPAA-compliant call handling
Financial Services
Delivering secure, compliant customer service for banking, wealth management, and insurance with fraud detection and account management workflows.
- Account inquiry and transaction support
- Fraud detection and alert management
- Regulatory compliance workflows
- Secure authentication protocols
TMT (Telecom, Media & Technology)
Supporting cellular providers, SaaS companies, and software firms with technical support and account management.
- Technical troubleshooting workflows
- Account and billing support
- Service activation and provisioning
- Network status integration
Building Materials & Construction
Managing order inquiries, delivery scheduling, and customer support for concrete and building material suppliers.
- Order tracking and status
- Delivery scheduling coordination
- Product specifications support
- Account management
SaaS & Software
Technical support, onboarding, and customer success workflows for software companies.
- Technical support tier routing
- Onboarding and training coordination
- Bug tracking integration
- Customer success management
Flexible Engagement Models
Choose the service model that fits your needs and budget
Project Implementation
Fixed-price or T&M engagement
- Requirements gathering and design
- Platform configuration and customization
- Integration with telephony and CRM
- User training and documentation
- Go-live support
- 30-day post-launch stabilization
Hybrid Model
Implementation + Ongoing Support
- Full project implementation
- Transition to managed services
- Ongoing platform optimization
- Proactive monitoring and support
- Regular enhancements and updates
- Quarterly business reviews
- Priority support access
Managed Services
Subscription-based support
- 24/7 platform monitoring
- Incident response and resolution
- Regular platform maintenance
- Enhancement requests
- ServiceNow upgrade management
- Monthly reporting and analytics
- Dedicated support team
Ready to Transform Your Customer Service?
Let's discuss how CloudWorks can help you build a world-class contact center that delivers exceptional customer experiences while reducing costs.