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‎01-29-2019 06:11 AM
Hi All,
Can we implement computer telephony integration without enabling CSM(customer service management) module in instance. Is there any possibility to use CTI for incident management in ITSM module?
Please help on the above question with some suggestions.
Thanks in advance!
Regards,
Ravi
Solved! Go to Solution.
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‎02-06-2019 08:30 AM
Hi Ravi,
You can use CTI with ITSM without the need to subscribe to CSM, as we already have similar deployments for customers. Have you looked at enabling OpenFrame within ServiceNow, which is a platform component?
Regarding, Twilio, that is an independent offering you would need to subscribe to. If you are open to considering other options for a deep CTI integration with ServiceNow for ITSM and/or CSM, take a look at 3CLogic.
Hope that helps in the meantime!
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‎02-12-2019 10:57 AM
Hi Ravi,
Its possible but dependent on your familiarity with both systems and would be something you would have to "build" and ultimately maintain. This would presumably require the use of the OpenFrame component in ServiceNow and depend on your comfort with working with it.
There are solutions (like 3CLogic) which offer integrations with on-premise environments. Some are more of the "connector"-type while others provide platform offerings with more benefits and use cases available OOB (IVR, CTI, screenpop, call recording, reporting, etc.). To avoid being overly bias, take a look at the ServiceNow Store where are few of them are listed. Happy to have a direct discussion with you as well if you like.
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‎02-20-2023 05:37 AM
Hi Ravi,
Could u please some information on integrating cti with itsm
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‎02-12-2024 05:08 AM
Hi @namrata sharma,
CTI integration is available via ServiceNow's Openframe which allows you to connect to a 3rd part contact center/voice solutions to enable integrated ServiceNow screen-pops, etc. You can visit the ServiceNow store to see which providers offer a ServiceNow certified option from basic CTI connectors to full-fledged out-of-the-box solutions (i.e.: Conversational AI & self-service, call recording, call transcription, GenAI call summaries, AI call sentiment analysis, integrated ServiceNow reports and dashboards, etc.). As of today, 3CLogic is the highest rated and reviewed.
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‎02-12-2024 12:59 AM
Hi @GSeynhaeve ,
SNOW supports integrations with various tools and technologies, including voice bots.
ServiceNow provides extensive documentation and APIs that allow developers to integrate voice bots or other communication channels into their workflows. You may want to check the official documentation on the ServiceNow website for the most up-to-date and detailed information regarding voice bot integrations.
For more information, refer to: https://www.novelvox.com/cti-connector/servicenow/
