Skype4B Adapter for ServiceNowSkype4B Adapter for ServiceNow Customer Service Management

Skype4B Adapter powers up your ServiceNow customer support agents in collaboration with Skype for Business. Skype4B Adapter brings you the value added integration within the ServiceNow customer support management tool to increase the agent productivity and to handle calls without switching multiple windows. Skype4B Adapter rapidly reduces the agent call handling time with more focus on resolving customer problems at ease.

Skype4B Adapter for ServiceNow Customer Service Management

Skype4B CTI ServiceNow Customer Service Management Integration

 ServiceNow Customer Service Management-integration  ServiceNow Customer Service Management-integration

Call Handling

Screen pop up within ServiceNow Customer Service Management instance when the agent receives inbound or does outbound calls in Skype for Business. Automatic Caller Identification from existing ServiceNow Customer Service Management customer profiles. Allows the agent to add new customer into the ServiceNow Customer Service Management system in a click.

Click to Dial

The agents can initiate the outbound Skype for Business call with just a click from the ServiceNow Customer Service Management customer or case page. Also, agents can look up a contact and perform outbound calls from the CTI window.

After call Update

Enables agents to work on case notes after their call with the customers. Agents can log their call notes for the cases from the CTI. Skype4B Adapter will automatically update the call metrics such as Call StartTime, Call EndTime, Call Duration, and Call Direction (Inbound/Outbound) as part of the case notes.

Call Controls

The agent can perform all Skype4B call control operations such as answer, reject, hold/resume, transfer, conference within the ServiceNow Customer Service Management tool.

Work on Case

Agents can view the caller's new cases, create cases, search for cases and update the case's notes affluently.

Multi Language Support

Support for agents on their preferred local language to work comfortably.

Connect your customers to the right agents with our smart Routing Engine


Skype4B Adapter for Servicenow

Skype4B Adapter for Servicenow
  • Dedicated SfB Bot as a Helpdesk touch point for the Customers that understands their queries and guide them to relevant Knowledge Base articles, to submit tickets or route to an Agent.
  • Multi level visual IVR options are listed to serve the Customer better.
  • Call routing to the Right Agent based on the Customer request. Queue position and the average wait time is displayed to the Customer.
  • Caller Identification from existing ServiceNow customer profiles and displays the Customer profile along with the routing information in the Skype for Business conversation extension window of the Agent. 
  • Agent can add a new customer into the ServiceNow system in a click.
  • Agent can view the caller’s new tickets, create tickets, search for tickets and update the tickets' with the IM/Voice conversation.  
  • Agent can share the conference URL to the external participants and utilize the extended Skype for Business features of screen sharing and file sharing.

Skype4B Adapter Web Console to configure and monitor your call traffic, routing & agent productivity


Skype4B Bots


Agents & Agent Groups


Chat Queues


Queue Business Hours

    Business hour

Supervisor Dashboard

    Supervisor Dashboard

IVR Support

    IVR Support



Standalone Deployment

Standalone Deployment

On Premise Deployment

On premise Deployment

Hosted Deployment

Hosted Deployment

Plans & Pricing

Skype4B Adapter

  • Inbound & outbound Voice call
  • Click to Dial from ServiceNow CSM
  • Skype4B call controls
  • Create, Update ServiceNow CSM cases
  • Customer details lookup
  • Create new customer profile
  • Auto update voice call metrics into case notes
  • After Call Work configuration
  • Multi-Language Support
  • Email support during business hours

Skype4B Adapter


Includes everything in Standard

  • Chat Bots with unlimited queues
  • Voice Bots
  • Multi-level chat menu configuration
  • Business Hours configuration for queues
  • ServiceNow integration in Skype4B Chat window
  • Real-time dashboard for Supervisors
  • Reports
  • Voice call recording
  • Custom IVR integration*
  • PSTN call routing to Skype4B agents**
  • Web Chat integration with Skype4B Agents*
  • Hosted *
  • On-Premise installation
  • Integration with other ITSM/CRM systems*
  • 24 x 7 email support and phone support on-demand

* With additional cost

** PBX integration is required. Integration support at additional cost