---
title: Interaction Controls Component \(ICC\) for voice calls
description: The ServiceNow Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer experience.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/contact-center-integration-with-icc.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Integrating with Computer Telephony Integration \(CTI\), Integrate, Customer Service Management]
---

# Interaction Controls Component \(ICC\) for voice calls

The ServiceNow® Configurable Workspace offers voice interaction and call control capabilities to agents within a single pane view, equipping them with the tools needed to enhance agent productivity and customer experience.

## Overview of CRM Workspace with ICC integration

ICC integration with CRM Workspace enables agents to manage voice calls directly within their interaction screen using call controls. This feature helps reduce the need to switch between the contact center applications and the Configurable Workspace.

The CRM Workspace provides a unified interface that integrates contact center platform with the Customer Service Management \(CSM\) service offering. This integration helps you manage inbound and outbound interactions within a single interface.

See [CRM Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-workspaces-configure.md).

With this expanded framework, voice interactions from a contact center platform and native digital channels can be routed seamlessly. Skills, queues, agents, and presence statuses can be synced automatically to optimize the admin experience and help reduce operational costs.

The following CCaaS Store Apps offer voice channel integration:

-   [Unified Experience from Genesys - Core](https://store.servicenow.com/store/app/6ebe67ea1b646a50a85b16db234bcb54)
-   [Unified Experience from Genesys](https://store.servicenow.com/store/app/cdff6b621ba46a50a85b16db234bcba3#linksAndDocuments)
-   [ServiceNow Voice for Amazon Connect](https://store.servicenow.com/store/app/9d6927ee1be06a50a85b16db234bcb4a)

To enable this feature see [Implement the Interaction Controls Component \(ICC\) for contact center voice call and callback integrations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/enable-icc-for-ccaas.md).

The following visual displays the voice workflow when CCaaS integrates with ICC within the CRM Workspace .

\[Omitted image "icc-integration-with-nvc-workflow-brand2-updated-MMASSET0020993.png"\] Alt text: Voice call flow using Interaction Controls Component \(ICC\)

## Key benefits

The primary benefits of this integration are as follows:

-   **Centralized routing**

    Manages routing across departments and channels without switching interfaces.

-   **Consistent agent experience**

    Promotes a consistent experience across all channels with a universal inbox.

-   **Fast resolution**

    Helps reduce resolution time by reducing the need to switch between CCaaS and ServiceNow Workspace.

-   **Enhanced efficiency**

    Streamlines workflows with direct access to consult and blind call transfer controls in the CRM Workspace.


See [Interaction Controls Component \(ICC\) call features](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/interaction-controls-component-icc-call-interaction-features.md).