ServiceNow Integration
363ServiceNow Integration

ServiceNow Integration

b+s Connects is the simplest way to provide a unified agent desktop inside ServiceNow

An instantly ready, out-of-the-box integration for Cisco Contact Center that provides agents with the customer information they need with lightning speed.

Experience

ServiceNow Integration

Combine the power of Cisco Contact Center routing with the wealth of customer information stored in your ServiceNow application and offer customer service, personalized in real-time.

b+s Connects is available from the ServiceNow Store.

Video poster image

Gadgets

Inbound call with screen pop
Supervisor features
New incident creation
Consult and transfer
Create a call note
Real-time agent display

Snappy incident resolution, efficient agents, and happy customers. All from a unified ServiceNow desktop.

Feature set

Customer Advantage

Customer Advantage

  • Seamless transfer for IVR & call data
  • Configurable lookup on all customer-related objects
  • Click-to-dial
  • Auto-record creation
Agent and Supervisor Experience Agent and Supervisor Experience

Agent and Supervisor Experience

  • In-app experience
  • Screen pops
  • Quick record lookup
  • Transfer & multi-call
  • Interaction logging
  • Activity comment field inside the gadget
  • Real-time display (team & queue view)
  • Auto assignment of work i…
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Agent and Supervisor Experience

Agent and Supervisor Experience

  • In-app experience
  • Screen pops
  • Quick record lookup
  • Transfer & multi-call
  • Interaction logging
  • Activity comment field inside the gadget
  • Real-time display (team & queue view)
  • Auto assignment of work items to customer-related objects
  • Cisco Mobile Agent support
  • Supervisor view
  • Silent monitoring
  • Barge-in
Platform Platform

Platform

  • One-click installation
  • Minimal configuration
  • High availability
  • Support for Agent Workspace
  • Support for Task Routing
  • Support for Advanced Work Assignment (Federation)
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Platform

Platform

  • One-click installation
  • Minimal configuration
  • High availability
  • Support for Agent Workspace
  • Support for Task Routing
  • Support for Advanced Work Assignment (Federation)

Resources

Videos

  • b+s Connects for ServiceNow demo

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