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