Streamline agent experience and reduce customer workload by integrating Cisco and ServiceNow

Bucher + Suter’s Connects for ServiceNow is lected, automatic and manually associated an out-of-the-box integration between Cisco records. So, in the event that supervisors b+s Connects Contact Center and ServiceNow that allows need to look back over a call, they have all agents to handle contact center interactions the information they need to be informed and manage their state, all within a gadget of what took place. In addition, supervisors embedded in the ServiceNow platform. have a tailor-made view with a toolset that for ServiceNow gives them the oversight and control they Placing interaction control inside Service- need to monitor the contact center floor and Now where client data resides gives agents assist where required. a 360° customer view, so they can offer ge- nuinely personalized interactions that cus- When an agent needs to transfer a call to a tomers will remember for all the right rea- supervisor or colleague, record sharing fa- sons. It also streamlines contact handling, cilitates a quick and seamless handover to provides quick access to agent tools, and bring the recipient up to speed quickly and means that agents don’t have to waste time mitigate customer frustration. tabbing between applications, searching for 01 | 02 information, while their customers wait. In summary, Connects for ServiceNow is an out-of-the-box, easy to use, easy to imple- b+s Connects automatically populates inter- ment, and feature-rich integration of Servi- action logs with valuable and relevant infor- ceNow and Cisco’s Contact Center. mation such as the agent name, date, time, duration, type of call, customer’s details, notes, wrap-up reason, menu options se- b+s Connects PRODUCT FEATURES AGENT EXPERIENCE COMPATIBILITY → Screen-pop and screen-pop on transfer • Agent state control • Cisco Platform for ServiceNow → Click-to-dial • Real-time display inside of gadget and - Cisco Unified Contact Center: → Integrated ServiceNow email and chat pop up window for when ServiceNow is UCCE, PCCE & UCCX → Seamless transfer for IVR & call data minimized or hidden - Cisco Finesse 11.5+ → Configurable lookup on all customer- • Single pane of glass - Cisco Mobile Agent related objects • Automatic interaction logging and record • ServiceNow → Auto-assignment of work items to creation - New York, Orlando, Paris, Quebec 02 | 02 customer related objects • Activity comment field inside the gadget - Agent Workspace → Omnichannel task control • Browser SUPERVISOR EXPERIENCE www.bucher-suter.com → Configurable toolbars (e.g. call history, - Firefox, Google Chrome, MS Edge [email protected] call recording) • Supervisor View PLATFORM © 2021 → Single Sign-On (SSO) • Agent State change • Silent Monitoring • High availability • Barge-In • One-click installation & easy configuration

Agent state

Configurable ServiceNow data

Screen-pop

Configurable Cisco call variables

Telephony buttons