RocketCX Enterprise Connector integrates Amazon Connect with ServiceNow providing a rich computer telephony integration between the most innovative cloud contact centre technology and your favourite CRM. It makes contact centre agents more efficient, reduces call costs and improves customer experience.
RocketCX Enterprise Connector provides access to all Amazon Connect telephony features from within the ServiceNow interface as well as providing advanced features including Click to Dial, Screen Pop, Automated Call Logging and Recording, Call History, Favourites and Reporting and Dashboards.
RocketCX Enterprise Connector is available for ServiceNow IT Service Management, HR Service Management and Customer Service Management.
- ServiceNow Integration – All standard call handling features available natively within the ServiceNow interface – Answer, Ignore, Place on hold, Consult, Transfer, Conference and Manage Agent Status.
- Click to Dial – Click on any telephone number or contact field within ServiceNow to make an outbound call. RocketCX intelligently handles country and dialling codes providing a one click dialling experience for outbound contact centres. Create favourites for even faster access.
- Screen Pop – Display caller details along with any open incidents or cases before the call is answered, enabling the agent to provide a warm start to the call
- Automated Call Logging & Recording – Call logs are created automatically capturing contact and agent details, call duration, summary, notes, disposition codes, customer satisfaction score and access to a full recording of the call.
- Create Record – Create ServiceNow Incidents and Cases from within the RocketCX interface linking contacts, call logs and call recordings automatically.
- Reporting & Dashboards – Real-time service centre dashboards and historical trend reports provide the visibility supervisors need to manage their teams all within ServiceNow.
- Easy to Configure – Customisable disposition codes and related record lookups allow the agent experience to be fully customised.
RocketCX Enterprise Connector(RocketCX) is a computer telephony integration (CTI) between Amazon Connect and ServiceNow. It provides service centre agents with access to a comprehensive set of telephony controls within the ServiceNow interface meaning they don’t need to switch screens to make and receive calls. RocketCX includes a number of agent productivity features such as click to dial, screen pop and automated call logging and recording. It also provides service centre supervisors with reports and dashboards giving them complete visibility of how the service centre is performing.
ServiceNow Administrator level access to install application into the ServiceNow Test / Prod environment.
The OpenFrame Plugin must be enabled.
An internet connection with an up to date Google Chrome web browser.
One of the following plugins must be activated to use RocketCX Application
- Incident Management
- Customer Service
- Human Resource Core