ServiceNow Cisco CTI Integration
Seamlessly integrate Cisco and ServiceNow for a unified caller experience.
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Streamline Cisco Contact Center agent operations
with Smart ServiceNow CTI Connectors
ServiceNow Cisco integration streamlines disconnected workflows to help improve contact center scores like Average Handle Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT). Empower agents with features like dynamic call controls, custom screen pops, and automated workflows to ensure optimal customer service.
Consistent Caller Experience
Handle queries more efficiently with seamless ServiceNow Cisco integration. Redefine the caller experience by streamlining workflows with an embedded agent interface within ServiceNow.
- Get a single-screen display of customer information for quick responses
- Handle calls effortlessly with intuitive features such as automated logging, click-to-dial, single sign-on, and more
- Leverage automated workflows and custom screen pop to drive contextual conversations
- Ready integrations with Cisco UCCE, UCCX, PCCE, and CUCM.
Boost Performance with Productivity Add-ons
Equipping agents with NovelVox gadgets for Cisco CTI in ServiceNow enables them to amplify productivity while delivering consistent customer experience.
- Optimize workflows by configuring your system to provide swift access to the in-built Knowledge Base and Case Management tool
- Engage and motivate agents to stay on top of KPIs with an interactive Agent Dashboard.
Seamless Agent Performance Management
Leverage UCCX ServiceNow integration to drive improved outcomes and achieve customer service excellence.
- Enable supervisors to monitor and guide agents with barge-in, silent monitoring, agent state change, and whisper-in functionalities.
- Track team and queue statistics to streamline processes and optimize resource allocation
Streamline Processes with Pre-built Integrations
NovelVox helps optimize Cisco Contact Center operations through seamless integration with over 75 industry-leading business applications, including core applications and ticketing systems. Optimize contact center operations with intuitive integrations fully compatible with ServiceNow.
- Supports ServiceNow Paris, Orlando, Newyork, and Madrid
- Leverage 3rd party app integrations readily available for ServiceNow.
FAQ
A software that allows you to connect your Cisco phone system with ServiceNow. The integration, hence, equips agents with key call controls and caller information right inside the ServiceNow screen. As a result, the interactions are handled with better response times, leading to improved agent and customer experience.
To set up the connector in your ServiceNow environment, you can choose the serverless, on prem, or hybrid deployment methods. To know more about the installation and set up process, get in touch with NovelVox Solution Experts.
ServiceNow CTI Connector allows you to configure custom screen pop and agent workflows. This means, you can trigger screen pop based on your unique business requirements such as opening a new contact page for new callers, logging leads against conversations, and more.
This also helps in not just knowing the callers, but also understanding their past interaction journey using log history – hence, one of the ways where ServiceNow Cisco CTI integration helps establish better communication and collaboration. To know more about such benefits, read this.
The supported versions of Cisco and ServiceNow can be seen as follows;
| S. No | Supported Version_ ServiceNow | Supported Version_ Cisco |
|---|---|---|
| 1. | โข Quebec โข Orlando โข Paris โข Newyork โข Madrid | โข Cisco UCCE โข UCCX โข PCCE |
What our customers say
Mohammed Yasin
Agent desktop by NovelVox ensured better agent and customer experience. Its ability to easily customize and create gadgets as per our needs is truly amazing.
Mark Coleman
We no more need to worry about exposing all customer information from CRM and our internal data to agents. Agents now have access to only that information which they require for handling calls. We explored many solutions but NovelVox was the only one who delivered it. Itโs been working great so far.
Tim Nicholas
NovelVox has helped us improve the overall agent-customer experience with not just the screen pop application, but also by building a desktop as per our specific requirements. Itโs exactly what we needed.
Audrey Hill
I research and found NovelVox to be the one support with the condo with the different applications from ServiceNow to Salesforce to Excel, so with the different applications with one product they are so flexible.
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