Integrating Cisco Finesse and Service-Now

[Adam Peterson]

Has anyone integrated Cisco Finesse and Service-Now for their helpdesks? We are trying to do that now and curious how you guys did it.

Thanks in advance!

[RahulMishra01]

Hi Adam,

Hope the standard CTI integration worked for you. In case not, explore the advanced ServiceNow and Cisco Finesse integrations as offered by Smart CTI Connectors. Custom screen pop and CRM workflows lets you move beyond the standard computer telephony integration capabilities. 

Explore more about such features here: https://www.novelvox.com/cti-connector/

[GSeynhaeve]

Hi Adam, 

Quick update to your post for those with a similar need/question today. 

For out-of-the box integration with Cisco UCCX or UCCE, 3CLogic offers a couple options from a basic Connector to a full enterprise cloud call center suite.  In both cases, customers can continue to leverage their existing investment in Cisco while removing the need to build, configure, and maintain a custom build/integration with ServiceNow. 

More importantly, it enables a number of ServiceNow-centric capabilities and use cases including ServiceNow IVR workflows, ServiceNow voicebots, ServiceNow-integrated call transcripts, consolidated reporting with ServiceNow PA and/or WFO, etc. - all designed to deliver more value and better outcomes for customers/employees. 

If you have any questions, feel free to contact servicenow@3clogic.com.