BETA: Engage Voice for ServiceNow
BETA: Engage Voice for ServiceNow
by RingCentral, Inc.

Bring together your ServiceNow system with RingCentral Engage Voice communications capabilities and power the future of customer engagement.

BETA: Engage Voice for ServiceNow app integration for RingCentral

By connecting your phone system to ServiceNow, Engage Voice for ServiceNow enables you to recognize and respond to your customers at the moment of interaction. With features like unified customer profile, click-to-dial, local presence dialing, and more. Enhance your Contact Center experience by increasing productivity with direct connection inside your CRM, providing better, more personalized customer interactions.

Features:

  • Flexible voice connection: Agents can use RingCentral Extensions with supported RingCentral hard phone and softphone, and any phone number of their choice.
  • Unified customer profile: Immediately Agents can open objects directly in ServiceNow when there is a match with the customer calling.
  • Click-to-call: Eliminate misdials and speed up outbound calls right from within ServiceNow.
  • Call logging: Log all call notes directly into ServiceNow. All inbound and outbound call activities are tracked directly in the CRM application.
  • Call Disposition: Agents can select their call dispositions directly within the integration and synchronize them with Engage Voice for future analytics and follow up
  • Agent status reason codes: Agents can select their non-ready reason code directly within the widget.
  • Built in call control: Facilitate collaboration with robust call control allowing agents to transfer to a person (internal, phone book, or ad-hoc number) or to a queue. Internal transfer displays the real-time presence of the other agents to maximize efficiency.
  • Flexible voice connection: Agents can use RingCentral Extensions with supported RingCentral hard phone and softphone, and any phone number of their choice.
  • Unified customer profile: Immediately Agents can open objects directly in ServiceNow when there is a match with the customer calling.
  • Click-to-call: Eliminate misdials and speed up outbound calls right from within ServiceNow.
  • Call logging: Log all call notes directly into ServiceNow. All inbound and outbound call activities are tracked directly in the CRM application.
  • Call Disposition: Agents can select their call dispositions directly within the integration and synchronize them with Engage Voice for future analytics and follow up
  • Agent status reason codes: Agents can select their non-ready reason code directly within the widget.
  • Built in call control: Facilitate collaboration with robust call control allowing agents to transfer to a person (internal, phone book, or ad-hoc number) or to a queue. Internal transfer displays the real-time presence of the other agents to maximize efficiency.
  • Persistent Phone Connection: Agents can toggle their phone connection to be persistent or not, in order to get connected faster to customers on incoming calls.
  • Single sign-on (SSO): Leverage Single Sign-On (SSO) with RingCentral Credential for ease of use for simple agent login experience.
  • Analytics: Access CRM and call history data from a dedicated Analytics portal to see how you and your team stack up.


Access from anywhere: Connect on both Windows® and Mac®, using any popular browser.

Benefits:

Easy implementation – Engage Voice works with ServiceNow seamlessly so you immediately benefit without the need to change your current IT infrastructure.


Increase productivity - Eliminate inefficient tasks that plague many client-facing teams. With Engage Voice integration connector, sales, support and service teams use their time to focus on customers and prospects seamlessly.


Great customer experience - Engage Voice integration connector arms your sales, support and service teams with contextual customer information for each call so they can provide the best customer experience.


Make better business decisions - Make the most informed business decisions as Engage Voice logs all call data into ServiceNow, increasing data integrity and data volume without needing to rely on personnel to manually log the details of each customer interaction.


Available as an add-on to your Engage Voice seats.


Requirements
  • Engage Voice for ServiceNow: BETA  is available for RingCentral Engage Voice customers who also have RingCentral Office.
  • Requires Windows® XP or above or Mac OS® X 10.8 Mountain Lion or above.
  • Supported browsers include: Chrome™30 (or later), Firefox® 25 (or later), Safari® 6.0.5 - Safari is supported for Classic view only (or later), and Internet Explorer® 10 (or later).
  • Latest Update: March 15, 2021
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