NICE InContact - integrate with CSM Case

John Tomko
Tera Expert

‎09-11-2024 12:28 PM

I know several first and third-party CTI integrations are available, but we have a very narrow use case and I wanted to see if anyone has thoughts.  I don't see any recent discussions here so...

 

We need to be able to link a NICE InContact Call record to a ServiceNow CSM Case.  We do not have a CTI integration.

 

The flow is:

  1. Customer calls into an IVR.
  2. IVR routes call to the correct agent group (as determined in NICE).
  3. Agent gets a NICE screenpop.
  4. Agent creates a new Interaction Record in ServiceNow via Workspace.
  5. Agent completes call.

If the agent elects to create a Case in ServiceNow, we need to be able to link the Case to the NICE call record.  The simplest (ugliest) solution would be to have the agent enter the NICE call record ID into a field on the ServiceNow Case record.  

Has anyone here come up with a good alternative that does not require a separate purchase?

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GSeynhaeve
Tera Expert

‎03-09-2025 11:59 AM

@John Tomko I can not speak for NICE but I know this is a "basic" use case that 3CLogic delivers, so I do know it is feasible as a general use case. In fact, the ServiceNow Interaction can be auto-created and when the call ends, all relevant call details are mapped to the record (link to call recording, call transcription, call summary, call meta data, etc.). 

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