Nextiva + ServiceNow Integration
Connect ServiceNow with Nextiva to work with customer contacts and service records alongside customer conversations.
Overview
Connect ServiceNow with the NEXT Platform to reduce manual work between conversations and service management. Teams can work with customer contacts and service records from a connected workflow, helping them keep customer information and service activity organized.
Features
- Find contacts: Search customer information associated with an interaction.
- Create and update contacts: Add new records and keep customer details current.
- Find service records: Search existing service records associated with a customer.
- Create and update service records: Create new service records and update existing records as the interaction progresses.
Requirements
- Active NEXT account
- Active ServiceNow account
FAQs
Can I create and update ServiceNow contacts?
Yes. You can search for ServiceNow contacts, create new contacts, and update existing contact information directly from NEXT.
Can agents create ServiceNow incidents?
Yes. You can create incident records in ServiceNow directly from NEXT.
Can agents update existing service records?
Yes. You can update existing service records directly from NEXT.
Can customer engagement activity be logged in ServiceNow?
Yes. You can log engagement history directly from NEXT.
Do this and more with Nextiva + ServiceNow.
Call Logging as an activity
Reduce the manual work when you associate inbound or outbound calls to your workflows. The ServiceNow VoIP integration automatically logs your activity, and lets you edit notes that you can add to your workflow.
Manage your tasks and records
From the ServiceNow integration panel, make new contacts, tickets, incidents or more. Natural Language Processing, interprets notes like “ follow up tomorrow” into tasks and dates.
Hop into your call with Screen Pop
Incoming calls pop right onto your screen and have a link to the caller’s contact record in ServiceNow. This provides effortless access to any active workflows with that contact in it.
Add the #1 rated business phone service.
Software integration
Download a desktop application to manage your integration.
Embedded integration
Embed an integration from the ServiceNow store and log in using your Nextiva credentials.
Browser extension
Install an extension into your web browser to integrate Nextiva with your browser instance of ServiceNow.
Requirements
System requirements
- Software integration requires a Nextiva Professional or Enterprise license.
- Embedded integration and browser extension both require a Nextiva Enterprise license.
- Software integration requires a Windows® or macOS computer.
- Browser extension requires Chrome™.
FAQs: ServiceNow VoIP integration
What is the Nextiva ServiceNow integration?
The ServiceNow VoIP integration is a Computer Telephony Integration (CTI). It leverages your cloud phone system to provide additional functionality within ServiceNow, utilizing phone features like call recording and call logging as activities.
How can I sign up for the Nextiva ServiceNow integration?
Just mention it to your account executive or client success manager. They’ll be happy to include the ServiceNow VoIP integration in your commercial phone service account.
Does Nextiva for ServiceNow cost anything?
The ServiceNow VoIP integration will come on request with certain packages at no additional charge depending on volume, but will be available à la carte to all Nextiva Business VoIP customers at an additional charge. It’s not available out of the box.
Can I click to call within ServiceNow?
Yes, the ServiceNow phone integration will ring your desk phone, softphone, or mobile app after you click a phone number in your ServiceNow instance. Answering your phone will place the call to the phone number selected.
Does the Nextiva ServiceNow integration work on all devices?
The ServiceNow integration can be completed with a desktop application, a browser extension, or an add-on found on ServiceNow Store.
Does the Nextiva ServiceNow integration work on all calls?
Whether you use Click to Call or your call history to place outbound calls, take an inbound call directly or from a call center/contact center, the ServiceNow CTI will provide some functionality to your IT management system.
Overview
The ServiceNow integration accelerates IT service delivery by connecting ticketing and communication workflows. Incidents are automatically created, updated, and logged during customer interactions, reducing handle time and improving SLA performance.
Enhance IT service efficiency with automated incident management:
- Ticket Creation: Automatically generate ServiceNow incidents from calls and interactions.
- Incident Visibility: View and update ticket status in real time during live calls.
- Escalation Triggers: Initiate automated escalation workflows based on rules or thresholds.
- Interaction Logging: Capture all calls and activities directly within ServiceNow records.
Requirements
- ServiceNow ITSM license
- Active Nextiva Contact Center account
- Administrative API permissions
FAQs
Does the ServiceNow integration automatically create tickets?
Yes. Incidents can be created automatically from calls and interactions within the Nextiva Contact Center.
Can agents update tickets during live calls?
Yes. Agents can view, update, and manage ServiceNow incidents in real time without leaving the Nextiva interface.
Does this integration support compliance and audit tracking?
Yes. All interactions are logged directly to ServiceNow records, creating a complete audit trail to support compliance and SLA reporting.
Overview
The ServiceNow integration syncs ticket and contact records from XBert/NEXT into ServiceNow, ensuring customer interactions, escalations, transcripts, and engagement details are reflected directly within IT service management workflows. This helps support, operations, and engineering teams stay aligned on the latest incident data, reduce handoff friction, and eliminate manual re-entry across systems.
Improve IT service coordination and customer support workflows with unified incident and contact management:
- Incident Synchronization: Automatically create and update ServiceNow incidents from XBert/NEXT ticket activity.
- Activity Visibility: Sync engagement activities, transcripts, and related updates to provide downstream teams with complete customer context.
- Contact Synchronization: Keep requester and company records current between XBert/NEXT and ServiceNow for accurate lifecycle tracking and outreach.
- Reduced Manual Work: Eliminate duplicate data entry and streamline ITSM workflows with automated synchronization.
Requirements
- Active XBert AI account or XBert AI add-on
- Active ServiceNow account with appropriate permissions
FAQs
Does the ServiceNow integration support automatic incident updates?
Yes. XBert/NEXT tickets can automatically create or update ServiceNow incidents, including associated engagement activities and mapped ticket data.
What information is synced into ServiceNow?
The integration syncs ticket details, transcripts, attachments, engagement activities, and contact/company records from XBert/NEXT into ServiceNow.
Does this integration improve IT and support collaboration?
Yes. By ensuring all teams work from the same incident and customer data, the integration improves visibility, reduces handoff delays, and streamlines issue resolution workflows.
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Co-founder at Apple
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