Skybox IncontactCTI Reviews & Product Details

Skybox IncontactCTI is a web-based agent application designed to seamlessly integrate NICE CXone contact center capabilities within the ServiceNow platform. Leveraging ServiceNow's OpenFrame technology, it enables agents to manage various CXone contact types—including emails, chats, phone calls, voicemails, and work items—directly from the ServiceNow interface. Key Features and Functionality: - Unified Agent Experience: Provides a cohesive interface for handling multiple communication channels, enhancing agent productivity. - Comprehensive Contact Management: Supports the management of emails, chats, phone calls, voicemails, and work items within ServiceNow. - Data Memorialization: Stores CXone call data in custom ServiceNow tables, facilitating easy access to call histories and enabling the generation of detailed reports. - Customizable Interface: Allows modification of the OpenFrame title and subtitle to align with organizational branding. Primary Value and User Benefits: Skybox IncontactCTI streamlines contact center operations by embedding CXone functionalities directly into ServiceNow, eliminating the need for agents to switch between platforms. This integration enhances efficiency, reduces response times, and improves overall customer satisfaction. By memorializing contact center data within ServiceNow, it also provides valuable insights into customer interactions, aiding in informed decision-making and continuous service improvement.

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Skybox Technologies

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Skybox IncontactCTI Community

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U

Verified User

Mobile App Developer

Enterprise (> 1000 emp.)

1/2/2025

4/5

After using the product, this reviewer appreciates its full compatibility with the existing phone system, allowing efficient call handling with caller information. The customization options are limited, particularly for configuring click-to-dial pop-ups to display essential customer fields.

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VO

Vanessa O.

Patient Enrollment Specialist

Mid-Market (51-1000 emp.)

1/27/2022

"Great for big companies or small one to get bigger"

4.5/5

What do you like best about Skybox IncontactCTI?

we use this for every day at work with inbound and outbound calls, in tandem with fuze we also use this to monitor the number of calls coming in and skill set who will assist each call. using the reports generated, we can safely watch the trends and the number of calls at any given week or month. I highly recommend thi service to any corporate and specially if you want to grow. I it easy to use and you can also have calls recordings. t's being used across multiple hierarchys to communicate and stablish an appropriate workflow, to give visibility of all contacts stablished with clients and to analyze the metrics and performance attained by the workforce. Its been a powerful tool for some time now for the organization and I don't see them switching to a different software any time soon. Review collected by and hosted on G2.com.

What do you dislike about Skybox IncontactCTI?

The only downside i see is you have to integrate/ link this program/software with another software in order to make inbound and outbound calls, plus there is not a backup plan when InContact is unavailable and you can't put more than one person on hold at a time during a call. The tool will be perfect if those features improve. It would be grat to improve more flexibility in regards of control customization, the Possibility to make three calls or more at once, and the The ability to view what number the caller will receiving the call from Review collected by and hosted on G2.com.

Recommendations to others considering Skybox IncontactCTI:

It would be grat to improve more flexibility in regards of control customization, the Possibility to make three calls or more at once, and the ability to view what number the caller will be receiving the call from Review collected by and hosted on G2.com.

What problems is Skybox IncontactCTI solving and how is that benefiting you?

The best benefit I can find it is Easy time keep. It is fast to make a call or transfer it. You have a lot of options with the call, like transfer it, or set it in conference, you can look other people up in the contact list, and you can see the status of each person, meaning you know if the other person is available or not to take a call. So it has helped me to use my time efficiently and effective, I have been able to make over 150 calls per day, with this I've been able to enroll more patients every day and share the benefits that thei insurance has to offer. I know if I was to use a differnt softare I would not be able to make an impact so fat not get to contact so many people in one single day. Review collected by and hosted on G2.com.