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ServiceNow CTI Connector for Genesys Contact Center
Eliminate manually fetching ServiceNow data during live cusotmer interactions. Connect ServiceNow with your Genesys Contact Center and improve agent productivity with unified & integrated experience.
14+
Years of Expertise
300+
Deployments in 20+ Countries
98.7%
Retention Ratio
Enhance customer satisfaction quota
With aid of Genesys CTI connector integration with ServiceNow software, improve the customer and agent interaction. Witness a whole new level of personalized interaction unfold by making agents aware about the customer before starting the call.
- Screen pops detail customer information as stored on ServiceNow
- Mitigate customer annoyances via smart screen transfers
- Encourage prompt action by offering faster view of system call variables within CTI
Prompt and productive agents
Unified call controls to ease the load off agents. The integrated ServiceNow platform with CTI connectors serves to enhance agent productivity. Advanced telephony integrations within ServiceNow allow agents to do better.
- Save time with click-to-dial feature
- Search a contact within CTI
- Transfer screen, Associate record, Seamless state switches, etc.
Empower supervisors
Lay out informed policies by making decisions based on quantifiable figures. Allow supervisors to monitor agent performance and spot errors. The Genesys CTI connectors for ServiceNow render supervisors with advances call controls.
- Queue statistics and team statistics filters to analyze calls and performance
- Agent status such as ready, not ready, talking for effective routing.
- Live call duration tracker
Faster call resolutions
Empower agents by giving them more time to focus on core competency such as customer interactions and conversions. With Genesys CTI connectors for ServiceNow, bring down average interaction call time while at the same time improve first call resolutions.
- Access to further details with system call variables
- Fast access to customer interaction history from ServiceNow
- Quick call resolutions with Call Consult, Transfer, Conference, Answer, Retrieve
Augment efficiency
By giving agents access to enhances tools and techniques aided by ServiceNow and Genesys CTI integration, agents can better handle calls.
- Simplified UI
- Click to add notes
- Configurable speed dials
Dedicated Customer Success Manager
24/7
Support &
Training
Self Help YouTube Channel
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