ServiceNow Fit Highlight

DDA Unified Smart Contact Center — Interactive Architecture Map

38

Core Capabilities

22

Partner / Integration

4

External Systems

45

In Scope

64

Total

Legend & Classification

Current Project Scope (45)

|Total: 64 capabilities

Channels(7)

Core Capabilities(16)

Workforce Engagement Management(6)

Customer Feedback Management(6)

Continuous Improvement & Operational Excellence(3)

Platform(7)

Unified CRM(6)

Infrastructure(6)

Data Analytics and Reporting(3)

Entities / External Dependencies(4)