Enhance customer service, improve workflows, and drive help desk productivity at your organization with ServiceNow.
TELUS Business Connect 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 TELUS Business Connect.
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 TELUS Business Connect 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
TELUS Business Connect 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.
When authorized, this app will be granted the following permissions:
|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|