Interactive High-Performance ServiceNow SmartConnect for Cisco Contact Centre | CTI, IVR, AI NLP chat

ServiceNow SmartConnect for Cisco Contact Centre is a solution that seamlessly connects ServiceNow CSM or ITSM with Cisco Contact Centre in the most incredible way possible. It unifies agents’ experience into a single user interface making customer interactions efficient and thus, resulting in higher revenues.

Key Attributes

Maaz SmartConnect solution has an instinctual interface where agents can handle voice, case, email and all AI NLP chat seamlessly within ServiceNow, eliminating the need of using multiple applications and thereby increasing teams’ efficiency.

Helps in improving customer experience as it immediately recognizes inbound/outbound callers, reduces average handle time (AHT), streamlines case management and also optimizes caller routing so that each customer is put in touch with the right agent every single time.

Increases agent productivity by switching between Chat channels and CTI connector. Few other features that are worth mentioning are, automatic call logging, dynamic customer search, OneClick to call instantly, call transfer support and custom cases support.

Descriptions

Maaz SmartConnect for Cisco Contact Center is powerful connector which streamlines contact handling by unifying contact channels for the agents. This in turn makes the entire process incredibly efficient as the agent spends less time in switching between applications and can focus more on providing resolution to customers.

Key Benefits

Replace screen switching with instinctual 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

OneClick 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.

Feature Sets

• Automatic Call Logging
• Click To Dial
• Complete Telephony Functions
• Agent State Control
• Call Wrap-up Reasons
• Call Transfer/Conference
• Team Visibility
• Supervisor Controls
• Omnichannel Integration

Compatibility

SmartConnect supports UCCX ServiceNow CSM/ITSM integration with UCCX 11.x and above

SmartConnect supports UCCE ServiceNow CSM/ITSM integration with UCCE and PCCE 11.x and above

Lightning Ready

Automatic Call Logging

The incoming user is Automatically identified and is highlighted to the agent with all the previous details of Customer.

When a new customer comes into CRM, it is also identified to the agent as a new prospect and is automatically logged into CRM as a new potential business lead.

Click to Dial

Agents can search and click to dial any user directly from CRM and they can also dial and search any customer directly from Maaz SmartConnect console.

A single click on a phone number in CRM is all that is needed by agent to place a call.

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.

Agent State Control

Agents can change their state to ready, not ready or any other state directly from Maaz SmartConnect console.

Call Wrap-up Reasons

Once the call gets ended, agents can select the single or multiple wrap-up reasons for actions against the call.

Call Transfer/Conference

Agents can transfer an incoming customer call to any other agent, supervisor or any other contact. Both consult transfer and direct transfer methods are supported. Agents can also do call conference with incoming customer with other agents, supervisors and any other contact.

Team Visibility

Agents can directly see the availability of other agents or supervisors so that they can hook them for any help and 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.

Chat Capabilities

SmartConnect is designed to bring instant and pleasant communication between the client and the organization, using Webchat.

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.