ServiceNow Amazon Connect CTI Integration
Amazon Connect ServiceNow CTI Integration connects Amazon Connect’s cloud contact center platform with ServiceNow ITSM and CSM, so agents handle calls, cases, and customer records from one screen — no switching between a softphone and ServiceNow.
Built by Maaz Technologies on our SmartConnect CTI framework and listed on AWS Marketplace, it includes click-to-dial, automatic screen pop with caller context, real-time call logging, and rule-based case creation — cutting after-call work and manual data entry on high-volume queues.
Explore our Amazon Connect omnichannel services or view our Salesforce and Zendesk CTI connectors for other platforms we integrate with Amazon Connect.
Our Partners
How ServiceNow Amazon Connect CTI Integration Streamlines Your Workflow
SmartConnect links your Amazon Connect contact center directly to ServiceNow, so calls, cases, and customer records stay in sync automatically — agents don't re-enter data or toggle between two systems to close out an interaction.
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Key Features
SmartConnect surfaces ServiceNow case and customer context directly inside the agent's call workflow.
Click-to-Dial from ServiceNow Interface
Call any number directly from a ServiceNow record — no separate dialer or app-switching.
Automatic Incident and Case Creation
Inbound calls trigger rule-based ticket creation in ServiceNow — no manual entry required.
Caller Info Screen Pop for Agents
Caller ID is matched to the ServiceNow record on ring, so agents see history and open cases before they answer.
Real-Time Call Logging and Notes
Call notes, duration, and disposition save automatically to the record — no manual write-up after each call.
Call Analytics and Agent Performance Tracking
Volume, wait times, and agent performance are tracked inside ServiceNow — no separate reporting tool needed.
Enhance Efficiency with Amazon Connect and ServiceNow
SmartConnect brings Amazon Connect's telephony data directly into the ServiceNow agent workspace, so IT and support teams manage calls and cases from a single screen instead of two separate systems.
Empower IT and Support Teams with Seamless CTI Integration
Support and IT agents can handle everything from calls to case tracking in one place. This makes their job easier and helps your team deliver top-notch service.
Why Choose Us?
We're an AWS partner with hands-on experience integrating Amazon Connect and ServiceNow for enterprise contact centers.
Support After Go-Live
We handle deployment and stay on for ongoing optimization as your call volume or ServiceNow configuration changes. See how we’ve helped other enterprise teams on our Our Clients page.
Configured to Your Workflow
Your integration is configured to match your existing ServiceNow setup rather than a fixed template.
Platform Expertise
We build and support CTI integrations across ServiceNow ITSM/CSM and Amazon Connect, backed by our SmartConnect framework used across multiple CTI connectors.
Get Started with Amazon Connect ServiceNow CTI Integration
Talk to our team about integrating Amazon Connect with your ServiceNow environment. We'll walk through your current setup and outline what the integration would look like for your contact center.
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