How to integrate Avaya CM with ServiceNow - CTI Integration

Manikandan K2
Kilo Explorer

‎08-31-2021 09:53 AM

Hi All,

I'm looking for guidance/suggestions on how to achieve CTI integration via Avaya in ServiceNow. We are looking to achieve omni-channel experience for our client leveraging ITSM modules. Avaya would be the source for IVR and would want to know how Avaya can be integrated. Please suggest.

Thank you in advance!!

Thanks & Regards,
Mani

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Anil Lande
Kilo Patron

‎08-31-2021 09:11 PM

Hi,

Please check below links:

https://community.servicenow.com/community?id=community_article&sys_id=8bc732571b7ad4d0305fea89bd4bc...

https://docs.servicenow.com/bundle/paris-platform-administration/page/integrate/incident/reference/r...

https://community.servicenow.com/community?id=community_question&sys_id=60f847a1db5cdbc01dcaf3231f96...

 

 

Thanks,
Anil Lande

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Thanks
Anil Lande
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RahulMishra01
Tera Contributor

‎05-31-2022 10:21 AM

Hi Mani,

 

Try going with embeddable CTI connectors for Avaya Contact Centers. They seamlessly embed within the ServiceNow screen empowering agents with all call controls and actions within on single screen. 

 

Learn about NovelVox’s ServiceNow Smart CTI Connectors for Avaya here: https://www.novelvox.com/cti-connector/servicenow/

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