Avaya Cloud Office for ServiceNow
Enhance customer service, improve workflows, and drive help desk productivity at your organization with ServiceNow.
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Avaya Cloud Office for ServiceNow
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.
Features:
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:
- Quickly search for an existing ServiceNow record or create a new record while on an active call. Once the record is found or created, click to call out or view the record’s information, complete activity history, and available actions—all within Avaya Cloud Office.
- Assign your call as a new incident, user, phone log call, contact, task, or company.
- Capture every interaction within ServiceNow with automatic call logging so you never miss an interaction.
Real time analytics: Gain insights on every call. With comprehensive reports and dashboards, get a deeper view into your team’s performance.
Benefits:
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.
Interested in starting a free Avaya Cloud Office trial? Give us a ring at 866-790-4640.
Original release date: 2020-03-26
Requirements
- Avaya Cloud Office Premium or Ultimate Edition plan
- An active ServiceNow account, running Windows XP or above or Mac OS X® Mountain Lion or above.
- Supported browsers: Chrome™ 30 and above, Firefox® 25 and above, Safari® 6.0.5 and above, or Internet Explorer® 11 and above.
- Compatibility: Quebec, Paris, & Orlando
- Supported by Avaya Cloud Office, powered by Tenfold
App Scope and Permissions
When authorized, this app will be granted the following permissions:
| Permission | Description |
|---|---|
| Edit Accounts | View and update account information, create, update and delete user extensions |
| Edit Custom Data | View and update application-specific data elements stored as key-value pairs |
| Read Messages | View message store data, including SMS, fax, voicemail, etc. |
| Read Presence | View user presence status |
| Read Accounts | View user account information, e.g. name, business name, and contact info |
| Ring Out | Perform two-legged ring out phone calls |
| SMS | Send and receive SMS/MMS messages |
| Read Call Log | View user call log records |
| Accounts | View, create, update and delete account information |