ServiceNow Chat Queued through Five9 Call Center Application

[David168]

Good Afternoon Experts;

Please let me know if this is not the correct forum for this question. 

               My team is moving forward with Five9 as a replacement call centre application.  I know Five9 has an integration tool and instructions for this integration have been provided. This includes using the Five9 chat function.  My team has been directed to use ServiceNow as the primary chat function.

The question my team is stuck on is:  Can we route ServiceNow Chat/Chatbot (Virtual Agent) through Five9 call centre agent.    The problem we are having is that we want to move forward with ServiceNow as our chat function, but need it to be queued through the Five9 application to agents.  (User connects via chat from portal, create an interaction if required and queue this webchat through Five9.)  Hopefully I have made sense out of this.

Does abyone know that this is possible or has experiece integrating this function? 

Thanks;

Dave Trimble

[Wardma]

Absolutely, that was going to be my next route. I want to make both Bots be able to talk to each other. 

[RahulMishra01]

Hi @David168 ,

You can get rid of the problem permanently by installing ServiceNow CTI connector. Now, instead of transferring the chat to the agent, you can easily transfer the screen to the concerned agent. 

This will eliminate waiting time and offer a seamless experience to customers. Learn more about CTI connector here: https://www.novelvox.com/cti-connector/

Cheers!

[Shaqeel]

@David168 

I found this article:

https://www.servicenow.com/community/employee-center-forum/five9-chat-on-employee-center/td-p/303669... 

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Regards

Shaqel