Leveraging ServiceNow CTI Connector to Speed Up Cisco Contact Center

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Are you looking to power your Cisco contact center with ServiceNow CTI Connector?

As customer service has become increasingly important, having a reliable and efficient contact center can mean the difference between providing good and exceptional customer service.

The CTI Connector is helping businesses to utilize automated technology for faster contact center processes. Using this technology can help you take your customer service capabilities to the next level by drastically reducing response times for customers. 

In this blog post, we'll be discussing why it makes sense to leverage the ServiceNow CTI Connector for powering your Cisco contact center.

Overview of Cisco Contact Center

Cisco's Contact Center offers a comprehensive solution to meet the needs of businesses of all sizes. From call treatment to omnichannel contact management, the platform is built to handle any type of interaction with ease

Leveraging ServiceNow CTI Connector to Speed Up Cisco Contact Center 1

Cisco offers a suite of products, including network-to-desktop CTI, which provides agents with easy access to all the necessary information. This includes features such as making calls, collaborating with teams, and joining virtual meetings.

Businesses can rely on Cisco's Contact Center for dependable and effective customer service, resulting in excellent customer experiences.

How ServiceNow CTI integration works

Customers nowadays demand fast and efficient service from contact centers. ServiceNow CTI has transformed the way contact centers function.

The integration enables customer service representatives to make and receive phone calls without leaving the ServiceNow application, resulting in enhanced productivity and elimination of the requirement for multiple systems.

This integration allows agents to easily access vital customer information, such as caller history and previous interactions, resulting in a more personalized and efficient customer experience. 

It simplifies communication, which results in time savings, improved efficiency, and overall customer satisfaction.

Features of ServiceNow CTI integration

Auto-record creation

The integration of ServiceNow CTI allows for automatic record creation, eliminating the need to take notes during phone calls

It not only saves agents time but also ensures that every conversation is documented accurately. It automatically captures and stores all call details, including customer complaints and service requests.  

This feature frees up agents to concentrate on delivering excellent customer service by handling other tasks with efficiency and streamlined processes.

Quick record lookup

The Quick Record Lookup feature of ServiceNow CTI integration saves time by allowing agents to quickly find customer information, which is a valuable advantage.

Quick record lookup

The system integrates with phones to help agents easily access customer data through a few clicks or simple voice commands.

It allows agents to easily access all necessary information without the need to navigate through multiple systems or sift through endless notes. 

Transfer & multi call

ServiceNow CTI integration offers businesses the ability to streamline their customer service processes with the inclusion of the transfer and multi-call feature.

This feature allows agents to effortlessly transfer calls, ensuring customers receive the appropriate support needed.

Multi-call functionality enables agents to handle multiple calls simultaneously, helping them to serve customers faster and more efficiently. Therefore, it's incredibly useful for businesses that experience a high volume of customer requests each day.

One click installation

ServiceNow CTI integration offered by Bucher Suter is a helpful solution for improving communication and reducing downtime. Its one-click installation capability is a particularly attractive feature.

It eliminates the need for complicated setup procedures and difficult installations. Users can now enjoy the advantages of real-time communication with a simple single click

The one-click installation feature saves time and improves productivity, whether you're multitasking or working under a deadline.

Interaction logging

The ServiceNow CTI integration is a great solution for businesses that engage with customers.

With the interaction logging feature, businesses can keep track of important details related to customer interactions, including the length of calls and subjects discussed. 

This information provides valuable insights that can be used to improve customer service and satisfaction

Additionally, the integration allows for seamless communication between different departments, ensuring that all customer interactions are timely and efficient.

How Interactive Voice Response (IVR) improves the ServiceNow CTI integration

Interactive Voice Response (IVR) has transformed the customer experience by making it possible for callers to interact with businesses without the need for live agents.

The integration of IVR with ServiceNow CTI has revolutionized the way businesses operate, making it easy for customers to provide and access information using pre-recorded messages or text-to-speech technology.

The use of a dual-tone multi-frequency (DTMF) interface allows callers to navigate the system easily, ensuring that they get the help they need fast and conveniently. 

It can help businesses to simplify their operations, cut expenses, and offer 24/7 quality services to their customers.

Benefits of ServiceNow CTI integration

Enables seamless call handling

ServiceNow CTI integration makes it easier to handle phone calls in a fast-paced work environment.

Features of ServiceNow CTI integration

It allows for a seamless integration between phone and computer systems, meaning you can access all of your customer's information as soon as the call comes through. 

It allows you to access all the necessary information easily without having to switch between multiple applications.

By integrating this system, agents can provide better and more personalized service, which saves time, increases efficiency, and improves the overall customer experience.

Real-time agent assistance

ServiceNow's CTI integration is beneficial for call centers and support teams in terms of saving time for customer service in the fast-paced business world.

Using advanced technology, this integration makes it possible for agents to receive real-time assistance during customer interactions.

This feature provides helpful insights that agents can use to respond intelligently to customer inquiries and ultimately resolve issues more efficiently.

Solves problems

ServiceNow CTI integration is helping businesses collect, analyze, and represent data, which is crucial in streamlining processes and solving problems quickly in the fast-paced world of business. 

It extracts insights and helps organizations develop strategies to solve complex issues. It can help you improve efficiency and identify bottlenecks in your supply chain or day-to-day operations.

Ensures smarter monitoring

ServiceNow CTI integration allows businesses to monitor their customer service performance in real-time, which is crucial in today's fast-paced business world. It enables smarter monitoring and is a game-changer for businesses. 

With just one-click monitoring controls, supervisors can stay on top of their agent's activity, ensuring that they are delivering quality customer service at every step of the way.

This integration helps managers to respond quickly to any issues that may arise, making for a more seamless customer experience. 

Eliminating guesswork from monitoring can enhance the efficiency and effectiveness of your customer service operation and streamline your processes.

Enables performance tracking

ServiceNow CTI integration provides an effective solution for tracking performance and streamlining processes.

Integrating phone systems and applications enables businesses to gather real-time data and use it to make informed decisions about their operations.

It provides a range of tools to keep track of call duration, customer interactions, and agent efficiency which improves performance, productivity and streamline workflows.


The ServiceNow CTI integration with Cisco Contact Center is surely a beneficial addition to modern customer service teams.

It enables them to effortlessly handle and manage customer interactions, provides agents with real-time help at their fingertips, and allows supervisors to easily monitor agent performance. 

Plus, IVR helps to further improve call times and handling by providing customers quick access to pre-recorded audio files. 

The integration has made customer interactions more reliable and efficient, boosting customer experience overall.

With the technology and resources available today, it’s no surprise that the ServiceNow CTI integration is growing in popularity among businesses of all kinds.

Its features have improved the client support experience significantly, making it a must-have tool for companies looking to outrun their competition in the customer service world.


What is the Cisco ServiceNow CTI Connector?

The Cisco ServiceNow CTI Connector is a powerful tool to have, especially if you're looking to increase efficiency within your business.

What is the purpose of CTI integration in ServiceNow_

It eliminates the redundancies of manually entering customer information into ServiceNow, saving both time and money. 

Additionally, it allows for customizable options that can be tailored to your contact center's exact needs, great for any size team.

With advanced features like VoIP capabilities and call analytics included in the service, this tool can virtually revolutionize customer relationship management (CRM) through automated connectivity.

Utilizing b+s connects can ensure that you are harnessing the full potential of Cisco ServiceNow CTI Connector and bringing your customer service game to the next level.

What is the purpose of CTI integration in ServiceNow?

Enabling CTI integration in ServiceNow allows agents to have improved call handling abilities and increased functionality

This is why CTI integration is so essential. This means that any incoming phone calls can be answered directly in the ServiceNow platform, call transfers can be easily executed, and agents can even make outgoing calls with just a click of a button.

Additionally, callers can be given the ability to either open a new case or enter an existing case number, allowing for quicker resolution times and a more streamlined experience overall.

Which is an example of using CTI?

Call center automation is a prime example of how CTI has revolutionized customer support, making it effortless and timely.

It enables call agents to manage all aspects of a call without ever having to leave their computer. They can receive, dial, forward, and end calls all from their desktop, with a wealth of information at their fingertips. 

What is the disadvantage of CTI?

Implementing CTI is one of the biggest challenges. If your private contact center has poorly designed software, it can make it difficult to integrate the CTI system into your existing infrastructure.

Additionally, compatibility can be an issue if the CTI system does not work seamlessly with your web server or other systems. This can make it challenging to perform even simple tasks such as delivering messages to web pages.

About the author 

Peter Keszegh

Most people write this part in the third person but I won't. You're at the right place if you want to start or grow your online business. When I'm not busy scaling up my own or other people' businesses, you'll find me trying out new things and discovering new places. Connect with me on Facebook, just let me know how I can help.

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