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1.2.0
Xanadu, Washington DC, Vancouver
Enhance Your Customer Service Experience with Seamless Integration
Our ServiceNow CRM Connector for Cisco Webex Contact Center offers a powerful solution to streamline your customer service operations and improve agent productivity. By seamlessly integrating these two leading platforms, you can gain valuable insights into customer interactions, automate routine tasks, and provide exceptional customer experiences.
Key Features:
- Inbound/Outbound Calling: Easily handle inbound calls from Cisco Webex Contact Center and initiate outbound calls directly from the ServiceNow console. Enjoy full control over call transfers, conferences, and recordings.
- Contact Lookup: Automatically populate ServiceNow customer records with relevant information from incoming calls, providing agents with a comprehensive view of customer details.
- One click Dial: Quickly initiate outbound calls by simply clicking on a contact within ServiceNow, saving time and improving efficiency.
- Data Logging: Capture and analyze detailed call records, including duration, outcomes, and notes. Use these insights to identify trends, improve agent performance, and optimize your processes.
Benefits:
- Improved Agent Productivity: Automate routine tasks, reduce manual data entry, and provide agents with the tools they need to handle calls efficiently.
- Enhanced Customer Satisfaction: Deliver exceptional customer experiences by providing faster response times, accurate information, and personalized service.
- Streamlined Operations: Streamline your customer service workflows, reduce errors, and improve overall operational efficiency.
- Data-Driven Insights: Gain valuable insights into customer interactions, agent performance, and service trends to make informed decisions and optimize your processes.
Integration with Cisco Webex Contact Center:
- Seamlessly integrates with Cisco Webex Contact Center platform, enabling real-time data exchange and synchronization.
- Provides a unified view of customer interactions across both platforms.
Incident and Case Logging:
- Automatically logs incidents or cases in ServiceNow based on customer interactions or specific triggers within Cisco Webex Contact Center.
- Captures essential details such as customer information, issue description, and priority level.
- Enhances visibility and tracking of customer issues.
Customer Information Lookup:
- Enables agents to quickly and efficiently look up customer information directly from from ServiceNow
- Accesses customer records, account details, and interaction history stored in ServiceNow.
- Improves agent productivity and customer service experience.
Interaction Logging:
- Automatically logs customer voice interaction details such as Call associated Data variables ServiceNow.
- Facilitates knowledge management and process improvement.
Voice Functionality (Integrated with Cisco Webex Contact Center and ServiceNow):
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Inbound/Outbound Calls:
- Seamlessly accept inbound calls from Webex Contact Center.
- Initiate outbound calls directly from the ServiceNow console.
- Utilize comprehensive call control features, including transfer, conference, and recording control (pause/resume).
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Screen Pop:
- Automatically populate ServiceNow customer records with relevant information from incoming Webex Contact Center calls.
- Provide agents with a streamlined view of customer details for efficient interactions.
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Click to Dial:
- Enable agents to initiate outbound calls with a simple click on a contact within the ServiceNow console.
- Streamline the calling process and improve agent productivity.
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Activity Records:
- Capture and report on agent activities, including call duration, outcomes, and notes.
- Provide valuable insights for performance analysis and process optimization.
ServiceNow ITSM
OpenFrame Plugin