Quantum Metric announced an integration with ServiceNow to extend insight into individual customer experiences. Directly embedding Quantum Metric's session replay technology into the ServiceNow Platform closes an insight gap for the contact center, allowing teams to more effectively understand, empathize, and quickly resolve customer frustrations. Quantum Metric Embedded Replay is available in the ServiceNow Store.

Customer relationships are the key competitive battleground, and poor customer experience (CX) can quickly damage the reputation of a brand. Quantum Metric Embedded Replay will be available across all ServiceNow workflows and allow users to seamlessly pivot to Quantum Metric's session replay without leaving the ServiceNow user interface. Customer service agents will have the ability to watch 100% of customer sessions, in real-time, enabling them to gain insight into the customer's exact experience and build empathy with each customer experience.

Customer service teams can easily share these customer friction points across the organization, collaborating with IT and UX teams to prioritize a fix. Visualizing the experience will also improve the employee experience, boost productivity, and continue to enhance the quality of service each agent is able to provide.