Click-to-Communicate for ServiceNow

Multi-Vendor CTI for ServiceNow      

CTI (Computer Telephony Integration) for ServiceNow enables seamless integration of telephony operations with existing business processes. For ServiceNow users, this means detailed caller information is instantly available and time-consuming steps are eliminated in order to efficiently handle inbound and outbound calls.

 

Solution Overview

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Starfish Click-to-Communicate (C2C) for ServiceNow tightly integrates multi-vendor CTI for ServiceNow.

The C2C Solution supports enterprise unified communication and contact center platforms including Avaya, Cisco and Microsoft Skype for Business that provides a feature rich set of CTI functionality seamlessly in ServiceNow.

The C2C Solution leverages Starfish Directory Solution to consolidate and make available telephony end user information from Avaya, Cisco and Microsoft Active Directory (AD) in order to maintain an authoritative user profile directory.

 

C2C Features

Starfish C2C Solution provides the following capabilities for ServiceNow users:

  • Initiate outbound calls and answer inbound calls from ServiceNow
  • Screen pop contact information on incoming calls and navigate to the appropriate page based on contact information
  • Log inbound and outbound calls

Users can easily place calls to contacts by clicking a telephone icon on the ServiceNow form.  When a call is received, a click-to-communicate window is displayed identifying the caller.  The user can then answer the call or view the contact record of the caller.

The C2C client enables telephony operations such as:

  • Make Call
  • Drop Call
  • Answer Call
  • Hold Call
  • Resume Call
  • Transfer
  • Conference
  • Multi-Call Handling

Handling Inbound Calls

When a user’s phone receives an incoming call a dialog box is displayed. Based on the incoming phone number, a ServiceNow contact name and account name will be identified (if there is a matching number in the ServiceNow contact database). If there is no match, just the phone number will be displayed.

From this dialog box, the user can answer the call by selecting the Answer button. Once the call is answered, the user can navigate to a corresponding page (only available if the contact has been identified).

The screen shot below shows the corresponding page navigated to a specific contact on the Contact Page. The information displayed can be customized.  Below is a screen shot answering an inbound call using Avaya’s unified communication platform.

 

 

Below is a screen shot answering an inbound call using Cisco’s unified communications platform.

 

Call Tagging

The Call Tag button tags the associated call to the current page which can be either a case, contact or account (as shown below).

 

As a result of call tagging, the history of all call activity (after completing call) is logged (as shown below).

 

Initiating Outbound Calls

Users can initiate calls by selecting a phone button in the ServiceNow case or contact pages. The call activity will be logged to the ServiceNow case or contact page the call was initiated from.

Below is a screen shot placing an outbound call using Cisco’s unified communications platform.

 

Conference Calls

Users can create conference calls to join multiple parties to a call.

Below is a screen shot creating a conference call using Avaya’s unified communication platform.

 

 

Below is a screen shot creating a conference call using Cisco’s unified communications platform.

Solution Architecture

Solution Benefits

  • Enables seamless integration of telephony operations with ServiceNow workflow processes
  • Enhances customer service by identifying callers which eliminates time consuming steps
  • Increases call handling efficiencies
  • Logs call detail activities to ServiceNow Cases, Contacts and Accounts
  • Maintains call history in ServiceNow

 

Visit the ServiceNow App Store to learn more about Starfish Click-to-Communicate Solution.

Supported Platforms & Applications

Unified Communications

Avaya:

  • Communication Manager

Cisco

  • Unified Communications Manager

Microsoft

  • Skype for Business