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About InGenius

InGenius connects existing Cisco or Avaya telephone systems into ServiceNow ITSM and CSM, increasing the efficiency and effectiveness of service desks and contact centers. InGenius' stellar reputation is built on 20 years in computer‑telephony integration, and hundreds of happy enterprise customers worldwide. InGenius also provides maximum flexibility ‑ painlessly adapting to unique service desk and contact center needs with its advanced computer telephony integration architecture. There's no need to change your phone system or your ServiceNow workflows – InGenius fits right in. Features include screen pop on incoming call, click‑to‑dial, automated call logging, enhanced call reports and more. Workers can instantly click‑to‑create new incidents, cases, etc., and log the call against that object. InGenius saves service desk workers time and clicks, and gives service managers access to a comprehensive view of all customer call interactions for reporting and intelligent decision‑making.


What is this?

The ServiceNow Services Partner Program requires our implementation partners to register their services engagement projects. Upon project completion, ServiceNow conducts customer surveys on behalf of our partners with our mutual customers to measure success and gather feedback, which we use to continually improve. ServiceNow has modified its customer survey process effective April 1, 2020, by transitioning to a more effective 5‑level Likert scale, from the former 10‑point scale. The display shown as Legacy shows the rolling 365‑day average score of survey results that were based on the former 10‑point scale prior to April 1, 2020 the display shown as Current is based on the new scale.

How is this calculated?

The CSAT scale, based on the 5‑level Likert scale, is converted into numeric values ranging from 1‑to‑5, with 5 being the highest possible score. Each partner’s CSAT rating is equal to a rolling 365‑day average score of customer responses received across all completed engagements.


ServiceNow Business Territory (Non‑Resale)
Region: AMS

For more information, check out the InGenius website

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

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