IVR Integration with servicenow

Arvind1
Tera Expert

‎08-19-2021 03:03 AM

I have a requirement to integrate IVR with Service now. As I am new to service now, what is the suggested application and ways to implement it. Are there any docs available that I can refer to?.

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Arvind1
Tera Expert
In response to P-Rudenko-SN

‎09-22-2021 01:35 AM

Sorry for the late reply. The IVR solution to be used is Genesys Cloud. So any procedure for Servicenow-Genesys Cloud integration.

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GSeynhaeve
Tera Expert

‎08-24-2021 11:10 AM

Arvind...3CLogic offers a ServiceNow certified voice and call center solution which includes the ability to connect existing on-premise IVRs (Cisco, Avaya, Genesys) to ServiceNow.  Or, you can enjoy an end-to-end ServiceNow-centric enterprise offering (ie: CTI, ServiceNow screenpop, ServiceNow integrated IVR, call transcription, integrated analytics, etc.) as an alternative.  Feel free to reach out to info@3clogic.com if you wish you explore your requirements and how 3CLogic can help in more detail. 

 

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RahulMishra01
Tera Contributor

‎12-19-2023 10:28 PM

Hi Arvind, 

 

How about trying out a CTI connector? If you are currently using Genesys Cloud contact center, connect it with your ServiceNow instance using a third-party CTI connector. This way, you will be able to leverage the CTI functionalities of the contact center( including IVR) and omnichannel functionalities right inside the ServiceNow screen. 

 

You can start your search from here: https://www.novelvox.com/integrations/servicenow-genesys-cti-connector/

 

Hope this helps!

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