Recommended Phone Providers that integrates with Service Now

[briank_]

Hello everyone,

As we'll soon be migrating our Support team from ZenDesk to Service Now, I'm looking for recommendations on a phone provider that integrates through the SNOW interface.

Below are the general requirements:

1) Configure calls to route through SNOW, allowing Agents/Analysts the necessary functionality to go available/unavailable and receive/dial-out calls

2) Setup notification to manager on set triggers (ie. no Agents available on phone lines)

3) Setup call recordings for QA purposes

4) Overview of reporting on call volumes and call KPIs

The first provider that I vetted out was Twilio, but it seems that it can only be setup for conference calls via SNOW. Has anyone else had a similar experience or found a successful workaround?

Thanks in advance on the suggestions!

Regards,
Brian

[dravvyramlochun]

Hello Brian,

I believe twilio is a good tool to achieve all this. Please review the following articles and documentation.

A very good article on Twilio is Notify, get it running in 3 simple steps.

You can also check recording on: https://support.twilio.com/hc/en-us/articles/223132947-Listen-to-your-recordings-or-voicemail

For reporting and KPI purpose, this can be done on Twilio:

Reporting - Twilio

Definitely some customisation will be required from your side in case you want to make this sytem more personalised but with all the material provided here, you definitely will be successful.

Reference:

http://wiki.servicenow.com/index.php?title=Working_with_Notify#gsc.tab=0

Notify with the Twilio service

Set up Notify with on-call scheduling

Twilio SMS Integration

Send SMS to members of a group using Notify API and Twilio

Conference call recording using notify Twilio

Configure Notify with the Twilio service

Twilio setup in sub-production instance

[dravvyramlochun]

Hello Brian,

Please let me know if you've got enough information on this issue.

[briank_]

Hi Dravvy,

Many thanks for your reply and detailed explanation!

One problem I still continue to encounter is with setting up a standard call center workflow. The only Incoming call workflow I see available is the "Notify: (Re)join Conference Call". Does one have to be manually created?

I'd like to set up incoming calls so that as they come in, they're routed to an available Agent, as opposed to the conference call setup presented above. What would you recommend?

Thank you,

Brian

[GSeynhaeve]

Hi Brian,

Based on your requirements you should consider 3CLogic.   We have a complete and certified solution for ServiceNow which includes IVR/ACD, CTI, call recording, reporting, scripting, click to call, and much more.   Feel free to visit our listing on the Store or contact me directly.

Hope this helps.

Best,

G. Seynhaeve

gseynhaeve@3clogic.com