InGenius® is pleased to announce that it has expanded support for ServiceNow® to include IT Service Management (ITSM). This new computer telephony integration for ITSM builds on the solution launched in May at Knowledge17 for the ServiceNow Customer Service Management (CSM) product.
ServiceNow customers with either ITSM or CSM can seamlessly integrate Avaya and Cisco telephony into their service management system and increase the efficiency of their contact centres.
With features like screen pop, automatic incident creation, click-to-dial and automated call logging, InGenius reduces call handling time and after-call work, providing a proven path to rapidly increase ROI.
ServiceNow ITSM was designed to consolidate fragmented tools and legacy systems while automating service management processes. InGenius Connector Enterprise complements this objective by allowing users to connect their existing phone system to ServiceNow without having to acquire any new hardware or reconfigure existing workflows. Contact center and help desk managers can leverage their calling and software configurations as is, to save both time and money.
“When we introduced InGenius to the ServiceNow community with our Customer Service Management integration, we immediately started to get requests for a similar product for IT Service Management,” said Peter Hillier, CTO of InGenius. “We’ve been very pleased with our new partnership with ServiceNow and are excited that their customers are recognizing the productivity benefits we can add to their IT helpdesk environments.”