Buzzeasy CRM integration with ServiceNow

Buzzeasy's advanced contact center functionalities can be used from within ServiceNow too.

User experience

Agents can manage their entire interaction workflow directly within ServiceNow, without the need for toggling between different web pages.

This integrated approach not only simplifies the agent's workflow by consolidating all necessary functionalities into one interface but also enhances the overall efficiency of the contact center operations.

Inbound conversation flow

Upon receiving a routed call, the CRM integration performs a contact search using the call number. This can lead to three outcomes:

  • No match: A new contact creation form shows up that agents must complete. Subsequently, within the Buzzeasy CRM integration, agents must update the contact selection.
  • Single match: The system will display a pop-up of the contact.
  • Multiple matches: Agents can choose the appropriate contact from the list.

Buzzeasy then stores the duration of the conversation, completion code, notes and a link to the ServiceNow contact into the interaction log.

Outbound conversation

For outbound calls, the Buzzeasy integration offers click-to-dial functionality. As soon as the outbound call starts, the flow mirrors that of an inbound call including wrapup. Depending on ServiceNow configuration (see below), a Buzzeasy voice channel might have been preset in order to speed up the dialing flow.

Closing a conversation

At the conclusion of a conversation (whether terminated by the customer or the agent), agents must select a closure code from the list and add any necessary notes in Buzzeasy CRM application. Details are then stored into the ServiceNow interaction log (see above).

Configuring the Buzzeasy CRM connector

  1. Navigate to the Integration section of the Buzzeasy portal and click the CRM Integration item.
  2. Click Create and select ServiceNow as the service provider.
  3. You have now completed the setup on the Buzzeasy side!
Note

Our ServiceNow connection does not yet offer the explicit definition of custom fields. We log all default data of an interaction into the CRM system.

Configuring ServiceNow for Buzzeasy

This section needs to be performed a single time on a ServiceNow tenant/instance by a ServiceNow administrator of your contact center.

  1. Install the Customer Central and OpenFrame applications/plugins.

  2. Create a CORS rule with the following key details (properties not mentioned are optional/up to you).

  • Navigate to all > search for CORS > Cors rules > new Cors rule
  • Name: Buzzeasy-table-cors
  • REST API: now/table
  • Domain: *.buzzeasy.com
  • Max age: 86,400
  • HTTP Methods: GET / POST / PATCH

  1. Create a new OAuth API endpoint type Application Registry item (properties not mentioned are optional/up to you):

    • Redirect URL: https://agent.buzzeasy.com/crm-auth/callback.html
    • Logo URL: https://cdn.geomant.cloud/static-files/buzzeasy-icon.png
    • Access token lifespan: 86400
    • Refresh token lifespan: 86400

    Copy the ClientID.

  2. Whitelist the Buzzeasy crm application in System Properties (this is hidden):

    • Type sys_properties.list into the search field of the All menu and hit Enter. A list of hidden system properties show up.
    • Search in the list for glide.ui.concourse.onmessage_enforce_same_origin_whitelist and click it.
    • Value: https://agent.buzzeasy.com/crm

  3. Create an OpenFrame Configuration item (properties not mentioned are optional/up to you):

  • Name/Title: Buzzeasy
  • Width: 400 (you can set it to larger but not smaller)
  • Height: 700 (you can set it to larger, but not smaller than 600)
  • Check ‘Enabled Collapsed View’
  • URL: https://agent.buzzeasy.com/crm
  • Configuration: Client ID you copied above.
  1. Make sure agents disable the pop-up blocking setting of their browsers.

Questions and answers

How do I use the application?

Simply click the Phone icon on the top bar of the ServiceNow page. If presented, click the Login button in the pop-up Buzzeasy CRM application.

Logging in might not be needed if your are already logged in to your corporate AAD; in this case you can start using the Buzzeasy CRM Application right away.

Why do I get an error when I try to login?

This usually happens when the ServiceNow user is not registered in Buzzeasy. You can click "Sign in with a different account" and login with a valid Buzzeasy account, or find your supervisor to have your account registered in Buzzeasy for you.

Why can't I see the Buzzeasy CRM application?

Make sure your browser allows pop-up windows at the ServiceNow site. By default browsers typically block this.

Can I manually type in phone numbers for outbound dialing?

No, there is no "lookup" mode in the Buzzeasy CRM Connector application, we currently support click-to-dial only.

Will I get a notification if a chat arrives?

Yes. The Buzzeasy CRM Connector application will open-up automatically, showing an unread message counter.