Sold by: Maaz Technologies
Streamline your customer support with our seamless ServiceNow–Amazon Connect CTI Integration. Enable click-to-dial, real-time call logging, screen pop, automatic ticket creation, and embedded voice controls within ServiceNow Agent Workspace. Empower agents with an AI-powered, scalable cloud telephony experience while maintaining full visibility and control over interactions. Reduce call handling time, enhance agent productivity, and deliver faster, smarter resolutions through a single unified interface.
Overview
Maaz Technologies' ServiceNow Amazon Connect CTI Integration is a powerful solution designed to connect your ServiceNow instance with Amazon Connect delivering a unified, AI driven contact center experience right within your ServiceNow Agent Workspace.
Key Features & Benefits
CTI Integration:
Seamless integration between Amazon Connect and ServiceNow, enabling bidirectional communication and synchronization.
Click-to-Dial and Screen Pop:
Empower agents to initiate calls directly from ServiceNow records and automatically view customer profiles when calls arrive.
Automatic Ticket Creation:
Save valuable time with automated incident or case generation upon call initiation or completion.
Real-Time Call Logging:
All call data including duration, agent details, and notes is automatically logged and stored within the ServiceNow record.
Embedded UI for Amazon Connect:
Directly embed Amazon Connect’s softphone into the ServiceNow workspace, eliminating the need to switch between platforms.
Advanced Call Analytics:
Get detailed reports and insights on agent activity and customer interactions for data-driven optimization.
Support for Amazon Q:
Leverage AI assistance with Amazon Q for predictive next steps, sentiment analysis, and agent recommendations.
Supported Platforms & Services
This product supports:
ServiceNow ITSM, CSM
Amazon Connect, Amazon Q, AWS Lambda, CloudWatch
Highlights
- Real time CTI Call Logging: Automatically capture and log every call with details like duration, agent name, and outcome directly in ServiceNow.
- Screen Pop + Click-to-Dial: Enable faster resolutions with screen pop-ups and click-to-dial functionality embedded in the ServiceNow Agent Workspace.
- AI-Driven Agent Assist: Integrate Amazon Q for intelligent agent recommendations, auto-ticketing, and smarter interactions.
Details
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Delivery method
Deployed on AWS
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Vendor support
Phone Number : +1 (512) 325 7637 Email: sales@maaztechnologies.com [Support Portal] (https://maaztechnologies.com/contact-us )