Connect Eloquant to ServiceNow

The connector 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 ⬄ Service Now integration:

• Automatic synchronization of contacts. Le répertoire de la solution de centre de contacts Eloquant et les fiches contacts de Service Now sont automatiquement synchronisées.
• The rise of the plug. The principle is to display the caller’s file to the agent during the call. Customer data from Service Now appears on the screen (last opened and closed tickets…), as well as all data concerning the phone call (number called, reason for call…), enabling the agent to take note of the information (call history, emails sent…) before starting the conversation. This eliminates the need to ask the caller for his or her customer code and the reason for the call, and enables the agent to adapt his or her speech. At the end of the conversation, the agent can enter a call summary in the ticket, which is then archived.
• Automatic numbering (click to call). This function enables an advisor to make a call simply by clicking on a contact’s telephone number. There’s no need to juggle between different screens or applications, everything is done in one place.
• Automatic recording of actions in Service Now, whether via ticket creation using web call back functions (scheduling of calls to be made by agents from a web page, a callbot, etc.), form creation, etc.
• Automate actions and processes. You use the automation functions of Service Now and Eloquant to automate workflows, such as automatically routing a call to the preferred technician or team, managing priorities according to skills or customer category, creating a call-back request when a customer gives a poor rating in a satisfaction survey…
• Unified reporting. Vous pouvez réaliser de tableaux de bord et des rapports via les outils de reporting de Service Now, en exploitant soit de manière séparée les données des appels (durée, types d’appels, appels par agent, …), soit de manière unifiée en associant données du CRM et données d’appels (temps passé par agent et mesure de la satisfaction, appels pour un type de demande…).

Here’s a report from one of our customers, a specialist in IT and telecoms services for businesses and local authorities.

It uses the Eloquant solution to manage all calls to its support teams, with on-call management, 24/7 availability…

Its teams use ServiceNOW as an ITSM tool (ticket management).

His goal with the ServiceNow ⬄ Eloquant connector was simple:

• Efficiently direct requests to the right teams, with priority management (dedicated teams, specializations, VIP contracts, etc.).
• Automate simple actions (tracking requests, creating tickets, etc.) to relieve teams of low value-added processing.
• Improve team productivity by reducing the number of operations required to handle calls,

We set up the Eloquant ⬄ Service Now connector for their teams, with the following features:

• Automate tracking of requests by having the customer enter the ticket number into the IVR to obtain the status (in progress, pending, resolved…), and if necessary speak to an agent to find out more.
• Intelligent routing to dedicated teams or with skills according to the different telephone numbers dialed, according to working or non-working hours… If the number is not recognized (new caller…), the call is routed to the teams handling standard requests.
• Caller identification when the agent takes the call, with a display of the caller’s file and recent tickets…
• Unified reporting with call and ticket data (numbers called, types of request, etc.).
• …

The Eloquant ⬄ Service Now connector allows you to centralize contact center data in your Ticketing tool (ITSM), as well as Eloquant customer and prospect satisfaction surveys, whatever the collection channel (email, SMS, voice, web…).

As a result, when a customer responds to a satisfaction survey, the score and answers are archived in the customer’s file, enabling staff to assess the customer’s level of satisfaction and adapt their approach.

It is also possible to program an automatic reminder for people who have left a bad mark in 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 customize the connector to include your specific entities, such as contract levels and service types, according to your specific needs and developments.

Thanks to this advanced customization, you benefit from a made-to-measure solution that enhances the efficiency of your teams and facilitates the management of technical requests.

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