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    ServiceNow Amazon Connect CTI Integration | Real Time Telephony Sync

     Info
    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

    Delivery method

    Deployed on AWS

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    Pricing

    Custom pricing options

    Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.

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    Support

    Vendor support

    Phone Number : +1 (512) 325 7637 Email: sales@maaztechnologies.com  [Support Portal] (https://maaztechnologies.com/contact-us )