Sold by: Maaz Technologies
Streamline your customer support with our seamless ServiceNow–Amazon Connect CTI Integration. Enable click-to-dial, real-time call logging, screen pop, automatic ticket creation, and embedded voice controls within ServiceNow Agent Workspace. Empower agents with an AI-powered, scalable cloud telephony experience while maintaining full visibility and control over interactions. Reduce call handling time, enhance agent productivity, and deliver faster, smarter resolutions through a single unified interface.
Overview
Maaz Technologies' ServiceNow Amazon Connect CTI Integration is a powerful solution designed to connect your ServiceNow instance with Amazon Connect delivering a unified, AI driven contact center experience right within your ServiceNow Agent Workspace.
Key Features & Benefits
CTI Integration:
Seamless integration between Amazon Connect and ServiceNow, enabling bidirectional communication and synchronization.
Click-to-Dial and Screen Pop:
Empower agents to initiate calls directly from ServiceNow records and automatically view customer profiles when calls arrive.
Automatic Ticket Creation:
Save valuable time with automated incident or case generation upon call initiation or completion.
Real-Time Call Logging:
All call data including duration, agent details, and notes is automatically logged and stored within the ServiceNow record.
Embedded UI for Amazon Connect:
Directly embed Amazon Connect’s softphone into the ServiceNow workspace, eliminating the need to switch between platforms.
Advanced Call Analytics:
Get detailed reports and insights on agent activity and customer interactions for data-driven optimization.
Support for Amazon Q:
Leverage AI assistance with Amazon Q for predictive next steps, sentiment analysis, and agent recommendations.
Supported Platforms & Services
This product supports:
ServiceNow ITSM, CSM
Amazon Connect, Amazon Q, AWS Lambda, CloudWatch
Highlights
- Real time CTI Call Logging: Automatically capture and log every call with details like duration, agent name, and outcome directly in ServiceNow.
- Screen Pop + Click-to-Dial: Enable faster resolutions with screen pop-ups and click-to-dial functionality embedded in the ServiceNow Agent Workspace.
- AI-Driven Agent Assist: Integrate Amazon Q for intelligent agent recommendations, auto-ticketing, and smarter interactions.
Details
Sold by
Categories
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
Legal
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Resources
Support
Vendor support
Phone Number : +1 (512) 325 7637 Email: sales@maaztechnologies.com [Support Portal] (https://maaztechnologies.com/contact-us )