Skybox inContact eXperience

Integrate your ServiceNow service desk with NiceInContact Contact Center seamlessly.

The Skybox InContact eXperience integrates seamlessly into ServiceNow so your agents can work efficiently without having to navigate between ServiceNow and the NiceInContact platform.  The integrated agent contains much of the same functionality found in Thin Agent and MAX Power Agent with an easy to use compact user interface.  Now agents can store InContact data directly in ServiceNow from any call for easy reporting.  Navigate agents directly to the correct ServiceNow screen on inbound calls and add easy click to call functionality for outbound calls from any ServiceNow form.

How does the Agent Interface work?

*COMING SOON* This demo highlights the Skybox InContact eXperience inside of a ServiceNow instance. It demonstrates the click to call functionality, ServiceNow screen pops, and the handling of contacts. It also demonstrates the memorialization of inContact data inside of ServiceNow.

SCREEN SHOTS

  • Manage all contacts from within Servicenow

  • Transfer and Conference calls

  • Link inContact data to custom objects in Servicenow

  • Disposition all contacts

  • Handle emails and chat

  • See status of agents on your team

  • See queue statistics for skills

Integrated Contact Control

Handle all of your contact interaction from a single spot

  • Run agent from inside ServiceNow
  • Phone, Voicemail, Chat, Workitems, and Email
  • Call recording, email and chat transcripts
  • Add dispositions and notes
  • Handle Commitments

Data Memorialization

InContact data is automatically stored in ServiceNow

  • Automatic data memorialization
  • Link contacts to ServiceNow objects
  • Display contact data in ServiceNow
  • Customize ServiceNow reporting

Screen pop Management

Customize the display of data for agents

  • Perform screen pops on any ServiceNow object
  • Pop specific ServiceNow information for your agents
  • Create Dynamic urls through script calculations

GET STARTED

Start using the Skybox InContact eXperience today!

STEP 1

  • Install the SiX agent from the ServiceNow store
  • A free 30 day trial is included
  • Configure ServiceNow

STEP 2

  • Read documentation
  • Set up your inContact environment



STEP 3

  • Activate your trial
  • Assign your users to the license



STEP 4

  • Use our BRD questionnaire document
  • Submit the form and Skybox will help with the implementation

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