ServiceNow Multi-Channel CTI Integration
Create the contact center you want with the flexibility of DaVinci
Pure Cloud and/or Premise
Experience a pure cloud contact center or use our DaVinci Premise app to connect to premise communication platform(s) if needed
Advanced Features
Utilize advanced features with DaVinci Agent like screen pop, click-to-dial, agent analytics, quick add and more
Powerful Plug & Play
Invent you ideal contact center by leveraging Creators Studio to connect Dynamics to additional 3rd party apps or build your own
AMC’s DaVinci for ServiceNow
Key Features of DaVinci – ServiceNow Integration
Integrated Toolbar with Contextual Call Controls
Telephony controls are presented based on the status of the call and/ or the requirements of your contact center. This gives agents the needed controls right within the toolbar, eliminating the need to switch to other tools. Click image to expand.
Screen Pop
Automatically pops a customer’s account along with incident/case information upon receiving a phone call, chat or text so the agent has a chance to see more about the call before answering. This allows faster personalized service and saves agents time because they no longer have to manually look for customer records. It also provides the context (name, incident ID, status, etc.) about who is calling. Click image to expand.
Click-to-Dial
This activates the phone numbers within ServiceNow for agents to place outbound calls eliminating the need to enter the phone number manually. This time saving feature also ensures they are dialing the correct number. Click image to expand.
Create/Update Records
Agents have the ability to add comments to the customers ticket directly in the DaVinci toolbar. They also have the ability to create a new incident if needed. Click image to expand.
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Resources
Datasheet
Find out how AMC Technology & Servicenow work together in this downloadable guide
