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What Is a ServiceNow Cisco CTI Connector?
A ServiceNow Cisco CTI Connector is a Computer Telephony Integration (CTI) solution that embeds Cisco contact center functionality directly inside the ServiceNow platform.
Integration Features
- Real-time caller identification (ANI/DNIS)
- Automatic record lookup
- Screen pop on inbound calls
- Click-to-dial for outbound calls
- Call logging and activity tracking
- Case or incident auto-creation
- Agent state synchronization
Supported Cisco Platforms
- Cisco Finesse
- Cisco Unified Contact Center Enterprise
- Cisco Unified Contact Center Express
- Cisco Webex Contact Center
Why Enterprises Deploy a Cisco ServiceNow CTI Connector
Without CTI Integration
- Agents switch between telephony and ITSM systems
- Call context is lost
- Manual ticket creation increases AHT
- No real-time visibility of call activities
- Reduced First Call Resolution (FCR)
- Poor customer experience
With the ServiceNow Cisco CTI Connector
- Up to 20 30% reduction in Average Handling Time
- Improved FCR through contextual data access
- Automated workflow triggers
- Full call traceability within ServiceNow
- Unified desktop for agents
Core Features of the ServiceNow Cisco CTI Connector
| Feature | Technical Capability | Business Impact |
|---|---|---|
| Real Time Screen Pop | ANI/DNIS based record lookup | Faster resolution |
| Embedded CTI Softphone | Browser based telephony controls | No desktop switching |
| Click to Call | Direct dialing from records | Increased productivity |
| Automatic Ticket Creation | Workflow triggered case generation | Reduced manual entry |
| Call Logging | Auto capture of call metadata | Complete audit trail |
| Agent State Sync | Presence & availability updates | Operational transparency |
| Wrap Up Codes | Post-call disposition capture | Better reporting |
| IVR Data Mapping | Context transfer from IVR | Enhanced personalization |
| Omnichannel Support | Voice integration within workflows | Unified CX |
Automatic Call Logging
The incoming customer is automatically recognized and their record is displayed to the agent instantly. All previous details are shown, and new interactions are automatically logged into CRM as part of the case history or as new leads.
Click to Dial
Agents can search and instantly call any user from either the CRM or Maaz SmartConnect console. One click is all it takes to initiate a call, streamlining agent workflows.
Complete Telephony Functions
Complete suite of telephony functions in the Maaz SmartConnect console, including call dialing, Music on hold, Direct Call Transfer, consult Transfer, Call Conference, Team agent and supervisor status, direct dial-out to team agents and supervisor.
Call Transfer/Conference
Easily transfer incoming calls to other agents, supervisors, or external contacts. Agents can also initiate conference calls between the customer and other participants with both consult and direct transfer support.
Supervisor Controls
Maaz SmartConnect intelligently identifies between agent and supervisor, and when supervisor logs into the console, it details additional team control features like changing the states of agents, silent monitoring, barge etc.
Compatibility
SmartConnect supports ServiceNow CSM/ITSM integration with UCCX, UCCE, PCCE 11.x and above.
Chat Capabilities
Maaz Technologies SmartConnect works with Native chat channel of ServiceNow along-with CTI capabilities of Cisco. Agent can swap between Cisco CTI and ServiceNow chatchannel once a chat or call request is received in either of these. The agents can also select from which one to receive requests either calls through CTI or chats through ServiceNow chatchannel.
Transform Customer Experience and IT Service Delivery with Maaz Technologies Cisco ServiceNow cti connector
- Achieve a seamless Cisco ServiceNow integration for enhanced operations.
- Transform the customer experience and IT service delivery.
- Automate tasks to improve efficiency.
- Resolve issues faster with intelligent solutions.
- Boost overall productivity across teams.
Empower Your Team with Integrated Solutions
- Eliminate screen switching with SmartConnect’s unified interface
- Make the call-handling process efficient by identifying callers, displaying their information in automatic screen pops and routing them to the right agents
- Matching callers instantly with existing records and searching them when required dynamically
- One Click solution for agents to call a phone number by a single click once connected to CRM either from CRM and search console
- Smooth call transfers and conference call is also available with other agents and supervisors.
Why Choose Our ServiceNow Cisco CTI Connector ?
- Deep expertise in Cisco ServiceNow integrations
- Enterprise ready architecture
- Secure, scalable deployment models
- Performance optimized integration logic
- Advanced workflow automation capabilities
- Optional SmartConnect enhancement modules
Transform Your Contact Center Experience
Deploy an enterprise-grade ServiceNow Cisco CTI Connector to unify telephony, workflows, and customer experience within a single interface.
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