Starfish Click-to-Communicate

CTI for ServiceNow

Starfish Click-to-Communicate embeds computer telephony integration (CTI) functionality within ServiceNow, enabling CSM agents and ITSM helpdesk staff to receive screen pops with full call control directly inside ServiceNow.

Call events trigger auto-navigation to streamline and guide workflows for CSM cases and ITSM service requests.

Screen pops easily identify callers enabling agents and helpdesk staff with an extensive set of call functions that can be used directly within the ServiceNow experience.

Call functions include the following:

  • Dial call
  • Drop call
  • Hold call on an incoming call
  • Resume call
  • Transfer call
  • Conference call
  • Join calls
  • Create a new case on incoming call
  • Navigate to specific pages on incoming call

Find Out More About Starfish Click-to-Communicate

Key Features

Multi-Vendor Communication Platforms

CTI drivers are available for Cisco Unified Communication Manager, Avaya Communication Manager and Microsoft Skype for Business.

Extensive set of CTI functionality

Full call control capabilities include dial, answer, drop, hold, resume, transfer, conference, join and more.

Customizable Screen Pops

Screen pops can be customized to display relevant information retrieved from ServiceNow tables.

Contact Center Support

Fully integrated with Avaya Call Center Elite and Cisco UCCX/UCCE, including integration with IVR.

Embedded Call Logs

Calls are logged inside ServiceNow with detailed information on how calls were made and answered for cases, requests and incidents.

Configurable Workflows

Optionally, agent and helpdesk workflows can be configured based on business requirements to help users efficiently navigate and streamline their work.

Request a Demo

To see a demo of our technology, please call us at call us at 908-243-2900 option 1, or submit the form below: