ServiceNow Computer Telephony Integration (CTI)
Bring your Avaya, Cisco, or Genesys phone system into ServiceNow for more productive call center, sales, and ITSM teams
Without compromising on quality
Bring call handling controls and features like click-to-dial, screen pop, and screen transfer into ServiceNow using InGenius to boost the productivity of your service, sales, and ITSM teams.
Unlock new business insights
Get pre-built, customizable dashboards for ServiceNow to report on call data like average handle time (AHT), average speed to answer (ASA), calls per agent, service levels, active waiting times, and more.
Works Within Your Unique ServiceNow Environment
As a ServiceNow Bronze Technology Partner, InGenius is committed to continuous innovation with ServiceNow and works closely with the ServiceNow roadmap.
- Customer Service Management (CSM) with Agent Workspace
- HR Service Delivery
- IT Service Management (ITSM)
- Versions New York and Madrid
FLEXIBILITY
Use advanced configuration capabilities with your existing call queues, routing, IVR and workflows to easily fulfill unique and complex requirements.
SECURITY
Single sign on (SSO). No OEM technology and no desktop install. High availability and data redundancy. All data stays behind your firewalls.
PRODUCTIVITY
Omnichannel support. Associate contacts, accounts, and other objects with an Interaction number. Automatic Interaction screen pops.
The ability to configure their product via the systems administration interface as well as the ability to customize CTI-driven workflows into ServiceNow is top notch. I highly recommend this product to others.
Dan Blacker
Principal, Booz Allen Hamilton
Resources to drive impact
The Value of CRM Phone Integration
Integrating phone systems into a CRM in the contact center is an easy way to save time and improve the customer experience.
A Better Agent Experience Equals a Better Customer Experience
Ensuring that every customer is satisfied with the service they receive should be the number one priority for every contact center.
Discovering CTI – An Inside Look at Computer Telephony Integration
By offering a set of cutting-edge, efficiency-boosting applications, CTI can rapidly improve agent performance