SERVICE DATASHEET

ServiceNow Connector for PureCloud

The ServiceNow Connector for PureCloud integrates the Genesys Pure-
Cloud Solution with the ServiceNow application. Via a simple click contact
center agents can access customer relationship data and hence provide
for a more informed service, make more informed decisions, and ultimately
increase the productivity of the agent and the satisfaction of the customer.
The connector leverages call data to access the right ServiceNow infor-
mation whether an account, an incident, or a case. The information can be
visualized via ServiceNow forms and views. The information is rapidly retrie-
ved and supports the agent as soon as the call is assigned.
For outbound voice contacts, the adapter offers the ability to dial from a
ServiceNow form and initiate via a click-to-dial feature via the PureCloud
widget.
PureCloud is embedded inside ServiceNow so is always visible and accessi-
ble whatever interaction is managed by the agent or whatever ServiceNow
screen or view is opened.
Multiple interactions can be managed both in PureCloud and in ServiceNow.

Main Features and Functionality

• The adapter integrates ServiceNow with the PureCloud Embeddable

Framework thus allowing customer relationship services to be leveraged
in the multi-channel contact center.
• The agent is able to access in real-time the appropriate customer data
via the call attach data. Weather a service call or a sales call the custo-
mer data will be available to ensure prompt and efficient service.
• Widgets can be devised to retrieve and present the information as nee-
ded
• Initiate outbound calls with full support of customer relationship infor-
mation.
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ServiceNow Connector for PureCloud / page 2

FEATURES
PureCloud embedded in
ServiceNow
Multichannel ready
Concurrent interactions capa-
bilities
EventHandler processing
(screen pop based on attached
data)
Command Processing (from
ServiceNow):
• Click to Call
• Set Attach Data
Flexibility
BENEFITS
Improve the usability and productivity of your
agents, customer information is a simple click
away
PureCloud Call, Email, Chat, and SMS use cases
provided Out-of-the-box
Concurrent interactions can be managed both in
PureCloud and in ServiceNow
Provide for customized customer relationship ser-
vice integrations to retrieve and present the
appropriate data based on the call context (e.g.
service versus sales)
Allows outbound call scenarios initiated by the Pu-
reCloud, completed by ServiceNow, and executed
via the Genesys infrastructure.
Allows attaching data based on ServiceNow infro-
mation
The Out-of-the-box use cases can be easily cu-
stomized to meet the customer business require-
ments. Any complex business logic can be imple-
mented using the Connector’s JS SDK and the
ServiceNow JS Client Side APIs.

Contact Center Solutions & Components

Adding PureCloud to ServiceNow
Softphone Headquarters
Foro Bonaparte, 71
ServiceNow is a leading enterprise IT Service Management solution used 20121 Milano
by organizations world-wide to support the nurturing, engagement, and ul- Italy
timately dialog with their employee and or customers both in consumer and https://www.softphone.it
business-to-business contexts. ITSM data has become among the most
strategic asset of each organization as it captures the interactions and Softphone is a leading Contact Center
Solutions Developer & System Integrator
transactions from each customer. As the contact center has evolved to specialized in Genesys solutions.
become a multi-channel interaction hub with the customers, access and use With more than ten years of experience
of the ITSM data has become a critical requirements of organizations that in Genesys products, Softphone is the
right partner to tackle any Contact Cen-
seek to provide the appropriate critical information to each of its’ agents. ter Project.
Softphone has collaborated with Ge-
PureCloud is a flexible open environment that enables the integration of a nesys Professional Services Network
and Genesys University since 2004 de-
variety of critical enterprise resources within the context of the contact. livering
By leveraging the ServiceNow Adapter, organizations can provide access to services and training for some of the
customer information based on a variety of contexts (e.g. call scenario, at- largest contact center deployments.
Softphone contributions include deve-
tach data, workflow). Once the adapter is installed the user can access the lopment of training courses for Genesys
functions and services provided by the ITSM. The adapter configuration University like SIP Server Intallation &
will map various PureCloud functions to the needed ITSM services. On call Configuration and Gplus Adapter for Sie-
bel CRM. Our instructors deliver these
or chat arrival the mapping between attach data and ServiceNow functions courses as well as highly technical trai-
is leveraged to retrieve the data and presente it via screen pops or the ac- ning on topics like PID (Genesys SDK).
tual ServiceNow user interface. Specific customizations are possible, such From SAP & Siebel integration to contact
center optimization, Softphone consul-
as popping cases and or Incident, or custom fields from the attached data. tants provide the expertise and quality
delivery needed to efficiently address
the rapidly changing needs of customer
service.

Requirements For more information visit:

www.softphone.it, or email
• ServiceNow version Geneva or above info@softphone.it
• ServiceNow Open Frame plugin
All other company names and logos may
be
trademarks or registered trademarks of
their respective holders. © 2020
Softphone Srl. All rights reserved.

SN - PC v. 1 - 20200221-IT