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ServiceNow CTI Connector
Empower Agents to do More by Bringing your Telephony System and ServiceNow Together.
14+
Years of Expertise
300+
Deployments in 20+ Countries
98.7%
Retention Ratio
Seamlessly Deliver Superior
Customer Service within ServiceNow
Embed key caller information and call controls from your telephony system inside ServiceNow to improve experience for agents as well as customers. From creating unique workflows to integrated call dispositions, automated call logging, click-to-dial, and contextual screen transfers – NovelVox CTIConnectors for ServiceNow equip your agents with everything they need to deliver superior customer experience. Readily available for leading contact centers like Cisco, Avaya, Genesys, and Amazon Connect .
Plug & Play
Embeds within the ServiceNow environment to allow quick access to telephony controls for seamless interaction handling
Personalized Service
Engage customers in contextual, personalized conversations by equipping agents with key caller information on a unified CTI interface
Optimized Costs
Save on operational costs with seamless ServiceNow CTI Integration offering blended omnichannel support within ServiceNow.
Enhance Agent and Customer Experience
with Smart CTI Connector for ServiceNow
Know your callers before answering calls and resolve queries effortlessly and efficiently with out-of-the-box productivity features offered by ServiceNow CTI Connectors. Drive productivity with advanced integrations and process automation capabilities.
Seamless Call Handling and Automation
Handle calls without switching screens. Transform your ServiceNow environment into an interaction handling platform offering necessary call controls and actions on a unified CTI interface.
- One-click controls to Answer, Transfer, Consult, Conference, and Hold calls
- Improve efficiency with integrated wrap-ups, automated call logging, click-to-dial, and more.
- Achieve better response times with automated workflows and custom screen pops.
Ingest Omnichannel Support
Unify interactions from Email, Chat, and Social channels to deliver consistent and connected omnichannel experiences to agents and customers leveraging NovelVox omnichannel integrations for ServiceNow.
- Receive interactions from Email, Chat, and Social Channels inside ServiceNow
- Switch channels without switching screens
- Readily integrate Amazon Connect or Genesys Cloud embeddable framework
Agent Productivity Tools
Amplify agent productivity with built-in productivity Add-Ons from NovelVox for effective interaction handling. Improve performance and experience by eliminating screen switches and manual efforts required to pull necessary caller information.
- Configure to allow quick access to Knowledge Base and Case Management from NovelVox.
- Interactive Agent Dashboards offering quick access to performance metrics.
Real-time Agent Assistance & Coaching
Monitor agent performance and offer quick assistance in real-time with one-click monitoring controls from within the CTI interface using NovelVox Smart CTI Connector for ServiceNow. Analyze key call insights to efficiently handle queues without juggling between the applications.
- Monitor and assist agents with Silent Monitoring, Whisper-In, and Barge-In controls
- Take charge of agent states with forced Agent State Change controls
- Quick access to Team Statistics and Queue Statistics for effective team and interaction handling
Out-of-the-box Integrations
Integrate ServiceNow with third-party applications to further reduce call handling times for agents. Unify information from multiple systems and apps to allow agents to resolve queries faster without leaving the ServiceNow screen.
- Supports ServiceNow Quebec, Paris, Orlando, Newyork, and Madrid
- Additional 75+ third-party app integrations are available for ServiceNow CTI integration.
FAQ
ServiceNow Computer Telephony Integration – A technology that helps connect ServiceNow with a telephony system for enabling key call controls and actions inside the ServiceNow environment. The integration enables agents to place and answer calls from within the ServiceNow screen, reducing call handling time and improving caller experience.
Smart CTI Connectors from NovelVox offer seamless integration with leading contact center systems including Cisco, Avaya, Genesys, and Amazon Connect.
NovelVox offers decent customization of CTI interface for brands, enabling them to optimize the gadget UI per the unique business needs. However, the customization of CTI interface is limited and currently supported only in case of On-Prem/Hybrid deployments. In case of serverless deployments, an additional server would be required to enable gadget customization for Servicenow CTI Connector. For more details, please get in touch with NovelVox Solutions experts.
CTI connectors are available for ServiceNow Quebec, Paris, Orlando, Newyork, and Madrid versions.
Yes, it does. Ready integrations are available for Genesys Cloud embeddable framework and Amazon Connect CCP Panel to enable email and chat capabilities inside ServiceNow.
Managed Services
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Dedicated Customer Success Manager
Training Portal
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