As soon as an interaction comes in, a screen pop displays the customer’s information, history, and other relevant information to the agent. With this information, agents understand the situation immediately and work toward a faster resolution.

ice Contact Center uses key ServiceNow fields, such as role, service history, or case type, to route interactions to the right agent. This reduces the number of transfers and ensures customers receive more personalized, efficient support.

ice brings the ServiceNow records into the agent’s workspace, allowing agents to view and update cases without switching screens—making case handling faster and more efficient.