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ServiceNow CTI Integration

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SERVICENOW INTEGRATION IN BEINCONTACT

BeInContact’s ServiceNow integration in contact center gives your customer service teams a smarter way to manage every communication, providing a holistic view of the user’s journey while synchronizing the interactions data, real-time insights and previous engagements.

This gives the opportunity to have all records displayed in a unified panel without switching from one tab to another, improving daily operations and agents’ productivity.

EMBED CTI CAPABILITIES DIRECTLY IN SERVICENOW

The ServiceNow CTI integration embeds the BeInContact CTI Phone Bar natively within the layout of the integrated platform, so agents can run voice and digital interactions in one consolidated environment. Each incoming connection surfaces the relevant customer record automatically, giving operators all the context they need to resolve requests efficiently.

All features are available out of the box through a certified native connector, with no custom development required.

SERVICENOW INTEGRATION FOR AUTOMATIC DATA SYNC

BeInContact automatically pushes interaction data into ServiceNow in order to have all the information regarding customer contacts and related assistance requests available in a single data repository.

At the close of each interaction, BeInContact passes key details, such as duration, channel type, queue, wait times, IVR selections directly into CRM objects, so every customer contact leaves a complete trace. Supervisors and team leaders can access these metrics through their dashboards, turning historically quantitative data into actionable service intelligence.