Integrations
ServiceNow integration with telephony and your contact center
We connect ServiceNow Customer Service Management to CONTACT.WORK through the ServiceNow REST API and tailor the integration to your CSM processes as part of implementation. Agents get the caller's account, contact, and open cases, and ServiceNow records every call on the case with the recording, an AI summary, and the outcome.
- Call logged to the customer record
- Task created: call back
- Recording attached
Capabilities
What you get with ServiceNow
Options
How ServiceNow and CONTACT.WORK can work together
Large service organizations rarely have one answer. Some agents spend the day in ServiceNow, others in a contact center workspace, so we often combine two options.
ServiceNow shows the caller right away
As the call arrives, ServiceNow brings up the contact for that number or the open case in the agent's browser. A caller with no record gets a new case form with the number and the dialed line already in place, so the agent starts with the problem, not the paperwork.
- Contact or open case on arrival
- New case form prefilled for new callers
- The case goes along with a transferred call
ServiceNow data inside the agent workspace
Agents work phones and chat inside CONTACT.WORK. The call form shows the account, contact, and open cases from ServiceNow. When the agent wraps up, CONTACT.WORK writes back to the case – state, work note, outcome – or creates a new one for the assignment group.
- Selected ServiceNow fields in the call form
- Case state and work notes set from the outcome
- Calls and messages in one workspace
- Deal "Order #1024" created
- Owner: sales manager Oleg
A softphone panel in the ServiceNow interface
When ServiceNow is the main workplace, we build a phone panel on OpenFrame, the ServiceNow framework for connecting outside communication systems. Agents answer, hold, transfer, and dial without leaving ServiceNow, and CONTACT.WORK keeps the numbers, IVR, queues, and recordings running.
- Calls handled in ServiceNow
- Ready / Not ready status in the panel
- Queue monitoring for supervisors in CONTACT.WORK
| Oleg | On call 02:14 |
| Maria | Available |
| Igor | Break |
We recommend the option, or a combination, after discovery.
How it works
What the integration does in any option
Case timeline
Every contact with the customer, in order
The case shows all the calls and messages behind it with dates, agents, outcomes, recordings, and AI summaries. Service managers review a case without listening to hours of audio, and a missed call can open a callback task for the assignment group.
- Recordings available from the case
- AI summary of each call
- Callback tasks for missed calls, if enabled
- Call 3:12 · Anna · recording
- WhatsApp: "When will it arrive?"
- Missed call → task "Call back"
- Deal #1024 moved to "Contract"
Routing from ServiceNow
Calls reach the team that owns the case
The platform looks up the caller in ServiceNow before the call is routed. A customer with an open case is put through to whoever owns that case or to their assignment group, and accounts with premium support can get a separate queue.
- Assignee and group from the case
- Separate queues for priority accounts
- Overflow when the assignee is busy
- ▶ Call recording 3:12 · yesterday
- Incoming call → routed to Oleg
Setup
How a ServiceNow project runs
- 01DiscoveryWe study your CSM setup – case fields, states, assignment groups, accounts and contacts – and the lines customers call, and agree on the agent's screen during a call.
- 02Integration userYour ServiceNow admin creates an integration user with the roles the exchange needs and allows REST API access from the platform.
- 03DevelopmentOur team builds the REST API exchange and, if you picked the in-ServiceNow option, the OpenFrame panel, packaged so your admins can review and move it between instances.
- 04MappingWe match agents to ServiceNow users, lines to assignment groups, and call dispositions to case states and fields.
- 05TestingEverything goes into a sub-production instance first, where we run test calls and chats: new caller, known contact, open case, transfer, missed call.
- 06Go-liveAfter your change approval, the work moves to production, agents switch to the new flow, and we reconcile reports with ServiceNow data for a week.
Requirements
What you need on the ServiceNow side
- ServiceNow
- Customer Service Management or another ServiceNow application where cases or tickets live
- Access
- An integration user with the required roles and REST API access
- Instances
- A sub-production instance for testing before production
- Phone panel
- Only for the third option – OpenFrame available in your instance
- Telephony
- Your current numbers and carriers; number porting is handled by the carrier
- Cost
- Developer hours at $60 on the Pro plan (no fewer than 8 a month) or Maxi's included hours; ServiceNow bills its own subscriptions
Preparation
What to prepare for the first ServiceNow meeting
Q&A
Frequently asked questions
Is CONTACT.WORK listed in the ServiceNow Store?
No. We connect ServiceNow to CONTACT.WORK through the ServiceNow REST API, and our engineers shape the integration around your instance during implementation. The phone panel, if you need one, is built for your instance on OpenFrame.
Does it work with ServiceNow IT service management, not only CSM?
It does. The exchange runs through the same REST API, so calls can be logged on incidents or other records too. We agree on the tables and fields during discovery.
Where do call recordings live?
Recordings are kept by CONTACT.WORK, either in its American and British data centers or inside your network. ServiceNow stores the link and the summary, and your role settings decide who may listen.
How do you handle call recording laws?
Rules differ by state: in California, Illinois, Massachusetts, Washington, and a few others, everyone on the call must agree to recording. Those lines can open with a recorded announcement, worded by your legal team.
Will this change our ServiceNow licensing?
On our side there is nothing to license: CONTACT.WORK doesn't charge for licenses or for each agent. Your ServiceNow subscription terms stay as they are, and in discovery we map which roles work in which system.
Can our platform team review the code?
The ServiceNow side is packaged so your administrators can review it and install it in a sub-production instance first. Nothing changes in production until your change process approves it.
What will service managers see?
CONTACT.WORK shows live queues, agent states, wait times, and abandoned calls, and a manager can listen in on a call or quietly coach the agent. On the ServiceNow side, call records on cases can feed your existing reports and dashboards by assignment group or account.
Will customers notice the switch?
Lines move one assignment group at a time, and your current phone setup keeps answering until test calls in the sub-production instance pass. Customers keep dialing the numbers they know.
What if we move off ServiceNow?
Lines, IVR, queues, and recordings belong to CONTACT.WORK. We only connect them to the replacement system, and your customers dial the numbers they always have.
How is the cost calculated?
From developer hours on our side and your existing subscription on the ServiceNow side. The ServiceNow project sits on top of your support plan, which covers the platform. We bill the ServiceNow integration at $60 per developer hour on Pro, purchased from 8 hours a month, or use part of the 40 hours Maxi includes. You get a scope estimate after discovery and decide before any work starts. Using CONTACT.WORK involves no license or per-agent charges, and our prices exclude applicable taxes. ServiceNow licensing stays between you and ServiceNow – make sure your subscription gives an integration user API access.
Glossary
Terms on this page
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- REST: exchanging data between systems over HTTP
- The standard way software exchanges data over the internet. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- Call recording
- Calls are saved so they can be replayed and disputes settled. Learn more →
- Softphone
- A phone app that runs on a computer or in a browser. Learn more →
- Supervisor
- Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
- Data center
- A building with servers, backup power, cooling, and network links. Learn more →
- Abandonment rate
- How many callers hang up before an agent answers. Learn more →
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