CTI Integration with Cisco Finesse

[Prarthana Patil]

Hello everyone,

I tried the CTI integration with twilio which is provided by ServiceNow.

I have a business requirement to integrate ServiceNow with Cisco Finesse. The Customer will call via Cisco Finesse to ServiceNow , agent will receive the call and act accordingly and vice versa.

Did anybody implemented this? If Yes, Could you please help me with any documentation or article on how to do it?

Thanks in Advance...!!

[HrishabhKumar]

Hi @Prarthana Patil ,

There is a community thread full of discussion regarding the same, see if this helps : https://www.servicenow.com/community/developer-forum/integrating-cisco-finesse-and-service-now/m-p/1...

And there is a thread by Cisco as well : https://community.cisco.com/t5/contact-center/finesse-and-servicenow/td-p/2626317

Thanks,

Hope this helps.

If my reply turns useful please mark it as helpful and accept the solution.

[GSeynhaeve]

@Prarthana Patil if the customer's Cisco environment is on-premise, 3CLogic Hybrid Cloud Contact Center can integrate on top of it while delivering a ServiceNow-centric and certified solution (i.e.: CTI, call transcription, call summarization, ServiceNow Agent Workspace screen-pop, ServiceNow-based call routing, ServiceNow integrated CC reporting, etc.).