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Customer service phone channel

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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 Now Platform with telephony providers to support inbound and outbound calls. 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 telephony service providers. OpenFrame provides a communication frame that agents use to place and receive customer calls.