ServiceNow CTI Integration for Avaya & Cisco Contact Centers

Click to Dial and Screen-Pop in ServiceNow for Cisco and Avaya Users

On-Premises solution to make and receive calls from inside ServiceNow pages for your enterprise users and call center agents in Avaya and Cisco Telephony. Fully protect your data privacy by hosting your own webphone solution.

Accelerate BPO and Partner Onboarding inside ServiceNow pages

Absolute Data Privacy and Security with On-Premises Solution

Not only for Call Center Agents but also for Backoffice Users

Why Leaders Move to ServiceNow Webphone

Phone In The Browser

No physical or installed phones needed.

Fully Encrypted

WebRTC-Based secure audio and signaling. No VPN needed.

Screen-Pop for Callers

Faster contact handling and call logging.

Centralized Call History

User can call back from call logs in ServiceNow.

Enterprise Users

No need to be an agent for screen-pop and click to dial.

Agent Dashboard

Real-Time and Daily Performance

How It Works

  1. Configure your Cisco or Avaya infrastructure for ServiceNow Webphone.
  2. Configure ServiceNow for Cisco or Avaya Telephony.
  3. Auto-registration of Comstice Webphone and Call Center Agent Login.
  4. Power user trainings, Comstice training videos for quick instructions.
  5. Simple click-to-dial and screen-pops for the incoming calls.

Different Skin Options

Various Webphone skins for contact center agents, enterprise users, remote workers based on the features and business requirements.

Agent and Supervisor Controls

  1. Agent Dashboard for the real-time and daily performance.
  2. Supervisor silent monitoring, barge, intercept features inside ServiceNow pages.
  3. Comstice Workforce Management, Shift Schedule information inside ServiceNow.
  4. Agent and Team Scorecards for the agents and supervisors.

Click here for Salesforce Webphone for Avaya and Cisco Telephony and Contact Center Agents.

Preferred By

Download Data Sheet for Features, Architecture, and Project Plan

Get all the details about ServiceNow Webphone for Avaya and Cisco Telephony, including features, comparison with the alternatives, architecture, server specifications and the sample project plan.

Avaya Data Sheet Cisco Data Sheet

ServiceNow Webphone for Avaya and Cisco FAQ

  • What is the license model for Comstice Webphone?

There are annual and long-term subscription options available for the named or concurrent users.

  • Do I need additional licenses on Avaya and/or Cisco?

Webphone registers as a SIP Phone on Avaya CM and Cisco CUCM for enterprise users. For call center agents you need Avaya AES Basic TSAPI license per agent and Cisco Finesse licenses for UCCX and UCCE/PCCE.

  • Are there any Supervisor features available inside ServiceNow?

Yes. Supervisors can monitor agents, using silent monitoring, barge-in, intercept and other features.

  • Does this solution support omnichannel?

Yes. It supports web chat, SMS chat, WhatsApp and customer Email management. Check out Comstice Messaging to learn more.