Integration between Contact Center and ServiceNow for a Healthcare Sector Leader
Project: Integration between the client's contact center, based on Cisco Unified Communications Manager and Cisco Unified Contact Center Express, and the ServiceNow Cloud Platform
A leading company in the healthcare sector has modernized its contact center by linking its communication infrastructure (based on Cisco Unified Communications Manager and Cisco Unified Contact Center Express) with the ServiceNow cloud service management platform. The project aimed to ensure higher efficiency and automation for the IT Service Desk.
The Paraflow team implemented a complete integration of communication components into a homogeneous ecosystem with intelligent management and advanced functionalities.
Key Functionalities of the New Solution:
- Automatic Recognition: Instant user identification and loading of incident history upon an incoming call.
- "One-Click" Incidents: Launching incident forms directly from the call interface.
- Real-Time Sync: Automated logging of all call activities within the service management system.
Benefits: The implemented solution transformed the contact center of this pharmaceutical leader into an intelligent service management hub. The primary added value is automation, allowing the Service Desk team to handle a larger volume of calls with higher precision. At the same time, full process traceability was achieved, ensuring every signal is processed on time and according to speed and quality standards (SLA). In the long term, the project increases the company's technological maturity, providing a scalable environment that supports high standards of security and timeliness—critical factors for the healthcare sector.
"We confidently recommend Paraflow as a reliable and competent partner for the integration of complex IT systems and the implementation of projects in the field of contact centers and business automation," states a representative of the client in their reference.
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