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

[davidfrancis]

Hi Brian,

If you're interested in a computer telephony integration(CTI) that leverages your existing phone system, connecting to ServiceNow, please don't hesitate to give me a shout!     Here's a 2-minute video that shows our SNow certified app in action.     We install remotely and have your agents up and running in an hour!     Also of note, we don't charge professional service fees.     Please contact me for a live demo!

Thanks!

David Francis

InGenius CTI Solutions

david.francis@ingenius.com

(613) 591-9002     X 2600

[RahulMishra01]

Hey @briank_  ,
Assuming you have your phone provider in place and it aligns with your distinct business requirements. Want to make the best use of this combination ( phone+servicenow)? Connect both seamlessly using a CTI connector to elevate operational efficiency. 

Delve into the numerous benefits of choosing a CTI connector, here https://www.novelvox.com/cti-connector/servicenow/, and unlock the full potential of this powerful combination for your business.

Hope it helps!