Customer service phone channel

External customers can reach out to customer service agents by phone.

The Customer Service Management application uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.

CTI provides a way to integrate the ServiceNow platform with the VoIP telephony provider Twilio to support inbound and outbound calls, enabling users to exchange and collect information. With this integration, customer service agents can place and accept calls from customers, quickly identify customers and account information, and capture case-related information.
Note: The CTI integration with the Twilio Voice product requires activation of the Notify plugin.

OpenFrame is a tool that enables CTI capability with third-party telephony service providers. OpenFrame provides a communication frame that agents use to place and receive customer calls.