Connect Eloquant to ServiceNow

The integration with ServiceNow enables your teams to work faster and more efficiently by reducing the number of clicks and automating actions.

Here are some of the features of the Eloquant ⬄ ServiceNow integration:

• Automatic contact synchronisation: the contact directory in Eloquant’s contact centre solution and the contact records in ServiceNow are automatically synchronised.
• CRM pop-up: this feature displays the caller’s record to the agent during the call. Customer data from ServiceNow (e.g., last opened and closed tickets) appears on the screen, along with details about the phone call (number called, reason for the call, etc.), allowing the agent to familiarise themselves with the information (call history, emails sent) before starting the conversation. This eliminates the need to ask the caller for their customer code or the reason for the call, helping the agent adapt their approach. At the end of the conversation, the agent can add a call summary in the ticket, which will be archived.
• Click-to-call: this function allows an adviser to make a call by simply clicking on a contact’s phone number. No need to switch between different screens or applications; everything is done in one place.
• Automatic recording of actions in ServiceNow: it includes ticket creation via web callback features (scheduling calls to be made by agents from a web page, callbot, etc.) and form creation.
• Automation of actions and processes: you can use the automation features of both ServiceNow and Eloquant to automate workflows. For example, automatically route a call to the preferred technician or assigned team, manage priorities based on skills or customer category, or create a callback request when a customer gives a low rating in a satisfaction survey.
• Unified reporting: you can create dashboards and reports using ServiceNow’s reporting tools, either separately with call data (duration, types of calls, calls per agent, etc.) or in a unified manner by combining CRM data and call data (time spent per agent, satisfaction measurement, calls for a specific type of request, etc.).

Here’s the feedback from one of our clients, a specialist in IT and telecom services for businesses and local authorities.

They use the Eloquant solution to manage all calls to their support teams, including on-call management and 24/7 availability.

Their teams use ServiceNow as their ITSM (ticket management) tool.

Their objective with the ServiceNow ⬄ Eloquant connector was straightforward:

• Efficiently direct requests to the right teams, with priority management (dedicated teams, specialisations, VIP contracts, etc.).
• Automate simple actions (request follow-ups, ticket creation, etc.) to relieve teams of low-value tasks.
• Improve team productivity by reducing the manual steps required to handle calls.

We implemented the Eloquant ⬄ ServiceNow connector for their teams, with the following features:

• Automation of request tracking via the ticket number entry in the IVR by the client to obtain the status (in progress, pending, resolved, etc.), and, if needed, speak to an agent for further information.
• Intelligent routing to dedicated teams or those with relevant skills, based on the dialled phone numbers, and whether the call is during business hours or outside them. If the number is not recognised (new caller), the call is routed to teams handling standard requests.
• Caller identification when the agent picks up the call, displaying their record, and their latest tickets.
• Unified reporting with data from both calls and tickets (numbers dialled, types of request, etc.).
• …

The Eloquant ⬄ ServiceNow connector allows you to centralise data from the contact centre, as well as from Eloquant’s customer and prospect satisfaction surveys, directly in your ticketing (ITSM) tool, regardless of the collection channel (email, SMS, voice, web, etc.).

When a customer responds to a satisfaction survey, their score and answers are archived in their record, enabling your team to assess the customer’s satisfaction level and adapt their approach accordingly.

It is also possible to schedule an automatic follow-up for individuals who have given a low rating in the satisfaction surveys.

Eloquant’s ServiceNow CRM connector integrates directly with your ITSM tool, using standard entities such as contacts and tickets.

Our teams can also customise the connector to include your specific entities, such as contract levels and service types, according to your needs and custom developments.

With this advanced customisation, you get a tailored solution that enhances your team’s efficiency and simplifies the management of technical requests.

With Eloquant’s ServiceNow connector, you have a flexible and powerful solution that perfectly adapts to the most demanding requirements.