Get screen pops every time inbound call is received or an outbound call is placed
Click to call
Quickly click on any phone number within ServiceNow or any Chrome browser tab to initiate a call using Avaya Cloud Office.
View the activity stream for quick reference into past interactions with a contact.
Take notes, @mention a colleague, or create a task while on an active call or open a record in ServiceNow by clicking on the ServiceNow icon.
Call performance and analytics
The Calls Graph shows a dashboard view of total inbound/outbound calls, total calls, and total call time. Group your data by user and select your time frame to drill deeper into your team’s performance.
Avaya Cloud Office for ServiceNow brings communication and collaboration directly into ServiceNow by enabling your agents to deliver high quality interactions without ever leaving the application. With essential features like click to dial, inbound screen pop, and advanced call logging, agents can work more efficiently within ServiceNow.
Click-to-call: Place calls from within ServiceNow or any Chrome browser tab by clicking on any phone number, saving time and improving call efficiency.
Instant screen pop: Inbound and outbound calls trigger screen pops with a 360-degree view of the opposite party so agents can deliver highly personalized customer experiences with every call. View the information and activity related to the call and take notes and set next steps within Avaya Cloud Office.
Advanced call logging:
Real time analytics: Gain insights on every call. With comprehensive reports and dashboards, get a deeper view into your team’s performance.
Seamless integration with ServiceNow
Connecting your Avaya Cloud Office solution with the business applications you use every day allows you to automate the tedious tasks in your workflow for added efficiency and ease of use.
Streamlined business communications
Avaya Cloud Office for ServiceNow reduces the need for agents to switch between multiple devices and applications to access key business functionalities.
Exceptional customer experiences
Intuitive displays of key customer information allows agents to deliver a highly personalized customer experience with every incoming call. Eliminate misdials and speed up response times with easy access click-to-dial phone numbers from any ServiceNow customer or account on your Chrome browser.