Skybox IncontactCTI

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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.