Benefits of integrating ServiceNow with Cisco Call Manager?

[vpm]

Hello everyone,

I am looking for integration between SN and CUCM (Cisco call manager). Before integration I need to understand what are the benefits of integration at functional level?

Thanks,

Vidyapati

[davjohn]

Did you end up integrating ? Need some help with Documentation around the integration. Thanks

[Shruti Kamboj]

I am also working on it. Can you share your pre requisites for same.

[RahulMishra01]

It unifies information - with effective ServiceNow and Cisco Call Manager integration you get a unified interface to handle calls, eliminating the need to switch between SN and CUCM unnecessarily. 

Plus, it empowers agents with key caller information within the ServiceNow screen, enabling them to resolve calls faster while delivering a personalized CX

The integration also enables you to integrate SN workflows which further helps automate tasks and improves productivity

Know more about such benefits here,
https://www.novelvox.com/blog/5-benefits-of-integrating-crm-with-contact-center/

[Jeffrey Siegel]

Im looking to do something similar, was wondering if you were able to get Cisco and SNOW integrated.

im not really (currently) interested in call handling via SNOW, but what i am interested in, is the metrics that cisco unified intelligence center is able to provide.  Currently im getting reports exported from Cisco and manually importing them into SNOW to get a correlation between incidents/changes/problems and call volume.  has anyone worked with this before? id love to bend an ear if anyones willing.