VoiceFoundry Partners with ServiceNow

VoiceFoundry, a provider of enterprise cloud-based contact center solutions, has released CTI Connector, offering advanced integration between Amazon Connect and ServiceNow. The CTI Connector has been certified by ServiceNow for integration and interoperability, security and performance.

The CTI Connector helps contact center agents look up customer profile information and handle customer interactions. The Connector includes an advanced call control panel that integrates with ServiceNow's OpenFrame API, providing integration between ServiceNow and Amazon Connect. This integration also includes click-to-dial and screen-pop functionality.

Specifically, the CTI Connector does the following:

  • Provides control and management of calls using the native ServiceNow interface;
  • Collects and delivers call details and customer information from a AWS Connect/Lex voice bot to a ServiceNow empowered agent;
  • Delivers customer information with a screen-pop that automatically dips into the ServiceNow database to provide caller relevant call information to the agent; and
  • Allows agents to interact with the ServiceNow desktop to reach out and trigger key AWS Connect functions for originating calls or transferring callers.

"As part of VoiceFoundry's extensive portfolio of services, our team is focused on partnering with technology providers to build an array of custom componentry that link AWS Connect with key enterprise solutions. The CTI Integration with ServiceNow and Amazon Connect delivers on that objective. This exciting application delivers deep CTI integration that improves the customer support experience and works towards making the day-to-day work activities simpler," said Gene Ellington, vice president of solutions consulting at VoiceFoundry, in a statement. "We look forward to working with ServiceNow to develop solutions that deliver on the promise of exceptional customer experiences."