ServiceNow Call Center Software Integration

Bright Pattern for Service Now

The Bright Pattern ServiceNow call center integration combines industry–leading omnichannel call center capabilities with the rich IT service management (ITSM) and customer support information contained in your ServiceNow platform to provide an exceptional customer experience for your customers, employees, experts, and knowledge workers. With our ServiceNow call center integration, we provide you with robust outbound capabilities for campaigns, advanced inbound and routing capabilities for service and support, and blended capabilities for multipurpose call centers.

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Why Clients Choose Bright Pattern

Unified Agent Desktop

The Bright Pattern ServiceNow call center integration supports search, identification, and screen pop functionality, as well as creating, updating, and searching ServiceNow items incidents and problems based on interaction data.

AI and Bots

Our ServiceNow call center integration also provides powerful artificial intelligence (AI) and bot solutions to give experts and customers enhanced automation to speed up time to resolution and improve the customer experience.

Virtual Contact Center Software

The Bright Pattern omnichannel cloud call center platform can integrate with your ServiceNow platform to offer the best ITSM and customer support experience possible.

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Multichannel vs Omnichannel Contact Center Software

It is important to distinguish between a multichannel call center solution and an omnichannel call center solution. Both multichannel and omnichannel customer service and contact center solutions involve communicating through multiple channels. With a multichannel solution, the customer is offered multiple media channels for communication, such as voice and chat, but the agent can only handle one channel at a time. With an omnichannel contact center, however, multiple channels are offered to the customer and the agent can handle more than one channel at a time.

Today’s employees and customers want the ability to interact across channels and have a consistent and personalized experience throughout. Empower your ServiceNow call center users to service your employees and customers on the channel of their choice with the Bright Pattern omnichannel call center solution. The Bright Pattern omnichannel contact center solution not only enables a seamless transition between channels, but it also allows employees to stay in contact with the same user, saving them the trouble of having to be transferred to another line or repeating themselves to a different person.

User Empowerment

Bright Pattern offers many benefits to ServiceNow call center users, including an intuitive user interface that presents all information on a single screen, saving them from having to switch between channels. Screen pop, click-to-call, automatic routing of incidents, problems, and cases, and real-time statistics are just a few other features that help increase productivity.

The Bright Pattern ServiceNow call center integration also puts these same tools in the hands of your supervisors, allowing you to better track, coach, and improve performance. You will have access to all incidents and problems, as well as multichannel monitoring and grading tools.

A true Omnichannel routing engine

Another benefit to the Bright Pattern and ServiceNow call center solution is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context, continuity, and personalization. Furthermore, Bright Pattern omnichannel routing technology allows you to create communication workflows based on the information contained in ServiceNow. You can route based on almost any information contained in ServiceNow, including priority, severity, incidents, cases, the last knowledge worker that serviced the client, skill levels, and more.

Customizable journeys

Bright Pattern’s drag-and-drop journey-building application, Scenario Builder, provides all the tools needed to create the ITSM and customer journey that best fits your business strategy.

Use the Bright Pattern ServiceNow call center integration to access ServiceNow data to route calls to the appropriate group for resolution, make outbound calls, send SMS notifications, or deliver premium customer service to your most-valued customers.

Robust Analytics

The Bright Pattern omnichannel call center solution integrated with ServiceNow delivers powerful ITSM and customer analytics, reporting, and quality management capabilities across all channels in a single view.

Analytics are critical for providing an exceptional experience. By combining ServiceNow information and communication data with advanced analytics tools from Bright Pattern, your business will be better prepared to provide an exceptional journey across all channels.

Additional Bright Pattern Features

Powerful Integrations


Users Love Bright Pattern

“The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”
Derek G.

Director of Contact Center Operations

“It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges.”

BPO Technology Lead

“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”
Sean Rivers

Director of Operations Technology

“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”
Othmar B.

VP Marketing

“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”
Julie T.

Retail Support Representative

“The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”
Sal Y.

Head of Customer Support

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