Service Management Made Easy With InGenius for ServiceNow

A look at how CTI can help improve CX and user performance

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Service Management Made Easy With InGenius for ServiceNow
Contact Centre

Published: April 4, 2018

Ian Taylor Editor

Ian Taylor

The main goal of InGenius has always been to improve the productivity of agents and help businesses deliver world-class CX – and InGenius for ServiceNow is no exception.

By working alongside ServiceNow, the world’s fastest growing enterprise software company currently valued at $1billion, InGenius have developed a cutting-edge CTI solution that opens up a whole new world of possibilities to engage with the customer more efficiently than ever before – but how exactly do they accomplish this?

In order to find out, we decided to write a review on the product offering to see what it is capable of and see what benefits it can bring to help IT Service Managers get more from their ServiceNow platform.

How does it look?

Discreet yet powerful, InGenius offer users direct one-click access to an abundance of call control features, caller information and call notes via a small user interface that’s embedded into the side of the ServiceNow window.

What can it do?

Compatible with ServiceNow ITSM and CSM, InGenius is a highly flexible CTI solution that will connect all major ServiceNow platforms to existing Avaya, Cisco and Genesys phone systems.

With a click-to-dial feature, agents can quickly initiate calls at the tap of a finger by simply clicking on the number listed on their screen for a much more efficient dialling process that ensures minimal time is wasted manually entering numbers into the dial pad.

Moreover, with the InGenius for SeviceNow screen pop feature, all caller information including notes from previous interactions and personal information stored inside the service management platform is given to the agent as soon as they receive an incoming call.

Adding to this, the automated call logging feature can maximise the value of SeviceNow by ensuring that all information is added to the customer’s account automatically, thus saving the agent’s time and removing the risk of errors made by agents when manually entering the information.

Furthermore, with the InGenius screen transfer feature, agents can hand over calls much more rapidly, enabling the next agent in line to quickly familiarise themselves with the customer’s issues and take over the call without forcing the customer to wait for them to catch up.

What’s more, InGenius for SeviceNow also stores accurate, consistent call data directly within the service platform to enhance call management reporting on call data and agent performance metrics, enabling service managers to make intelligent, strategic decisions to the network administration.

With InGenius for ServiceNow, businesses are able to configure workflows, call handling, templates and the user interface to match the requirements of their service centre for maximum integration control and a much more flexible CTI experience.

By unifying all call controls and service management tools into a single window that requires no desktop installation, InGenius for ServiceNow offers world-class CTI technology that is quick to deploy and can be easily rolled out throughout a network with minimal disruption.

From a security perspective, InGenius for ServiceNow stores all data within ServiceNow itself rather than outside data centres and runs within the company firewall, to ensure systems remain secure and safe from harm’s way.

What do we like most?

Aside from all of the useful features that help improve call quality and service management, the thing that really impressed us about InGenius for ServiceNow was its ease of use and fast deployment which enables service managers to quickly start reaping the benefits of their CTI.

Who is it for?

By integrating the ServiceNow platform with their phone system, InGenius for ServiceNow is a powerful tool that helps busy service teams fulfil their roles more capably and deliver fast, efficient service to their customers during every call. Rather than having to waste valuable time searching through their ServiceNow software to locate the customer, InGenius for ServiceNow delivers all the customer data they need from the start of every call. 

UC Today Opinion

Although ServiceNow offers an abundance of cutting edge features that help improve service management, full user adoption is always going to be difficult if an agent feels the programme takes too long to access during a call.

With this in mind, InGenius for ServiceNow offers to bridge that gap by enabling agents to quickly access all the information they need from their service management platform from a single location at the click of a button.

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