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CRM and CPaaS bridges — Working
ServiceNow's published voice guide, and Teams as chat in the AWS blog.
ServiceNow Voice
ServiceNow can own assignment while Connect owns the conversation, if you map the queues on purpose.
Teams is a chat client in the published pattern
The AWS blog's Teams integration is not a SIP trunk into Teams Phone.
Sources and go deeper
- Docs | ServiceNow community. last checked 2026-10
- ServiceNow - Wikipedia Wikipedia. last checked 2026-10
- Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center AWS docs. last checked 2026-10
- Call centre - Wikipedia Wikipedia. last checked 2026-10