Melbourne, 3000, VIC,
Australia
Sysintegra
Sysintegra, a prominent reseller, system integrator, and consulting company, that plays a vital role in numerous system integration and digital transformation initiatives. Sysintegra collaboration with software players such as ServiceNow empowers organizations to embrace disruptive technologies and accelerate their journey to the cloud, thus reshaping their business models.
| Reseller and SI | Vendor | Application | Category | Market |
|---|---|---|---|---|
| Sysintegra | ServiceNow | ServiceNow Connect Chat | Collaboration | Collaboration |
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Product | Category | When | Insight |
|---|---|---|---|---|---|---|---|---|---|---|
|
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Federation University | Education | 1720 | $204M | Australia | ServiceNow | ServiceNow Connect Chat | Collaboration | 2023 |
In 2023, Federation University implemented ServiceNow Connect Chat as part of a broader ServiceNow ITSM Pro and Virtual Agent initiative. The deployment was delivered with Sysintegra, positioning ServiceNow Connect Chat in the Collaboration category to support conversational assistance and agent-to-agent communication within the university support ecosystem.
The implementation configured ServiceNow Connect Chat alongside ServiceNow Virtual Agent conversational workflows and ITSM Pro ticketing. Configuration emphasized conversational triggers, automated incident and request creation, bot to agent session handoff, and collaboration-aware chat capabilities. Core Collaboration functionality such as threaded conversations, contextual incident linkage, and searchable chat transcripts were enabled to preserve service desk context and auditability.
Virtual Agent was embedded in Microsoft Teams to drive higher self-service and reduce phone support, with Connect Chat leveraging the same conversational platform to enable faster escalation and agent collaboration. Operational scope focused on the IT and service desk area, targeting support technicians and service desk agents who handle incidents and requests.
Governance encompassed scripted conversational design, escalation workflows, and targeted agent training coordinated by the IT service management team and Sysintegra during rollout. The university reported measurable deflection from self-service and a 10% drop in phone support shortly after rollout in the IT service desk area.
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Buyer Intent: Companies Evaluating Sysintegra Services
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