Messaging for ServiceNow Notify

Infobip app integrates directly with the ServiceNow Notify plugin which enables sending messages from Cases or Incidents in an omnichannel fashion. This tackles challenges like lack of customer engagement, customer satisfaction and cost reduction by communicating with clients on their preferred channel and allowing brands to improve their NPS score by 40% while cutting costs up to 10 times.

Send notifications based on Case or Incident status

• Send SMS, WhatsApp and RCS, or use Voice directly from ServiceNow to reach your customers worldwide.
• Status Updates. Real-time updates about any changes in the ticket status.
• Feedback/Surveys. Ask customers for feedback or send polls or surveys to gather more information.
• Incident Updates. Keep track of the incident management process with real-time status updates.
• Case Updates. Engage the Customer with relevant information about customer reports with real-time status updates.

SMS, WhatsApp and RCS

• Status updates. Communicate support ticket status.
• SMS 2-way communication. Process the inbound message keyword to the Workflow decision split. 
• Save message status directly in ServiceNow.
• Save log for sent message in Case or Incident.
• WhatsApp templates. Only text templates are supported.
• RCS rich media. Send image and text messages.
• Failover. Failover is enabled and used to switch over to SMS in cases where a WhatsApp or RCS channel fails to deliver a message.

Voice

• Send notifications based on Incident or Workflow status. Incorporate voice messages for incident management.
• Enable Dual-tone multi-frequency (DTMF). Capture the caller keyboard inputs (DTMF codes) and process it in the Workflow decision split.
• Escalate the incident. Based on message delivery, if an on-call person doesn't answer, easily notify another stakeholder.
• Text-to-speech. Turn text-to-speech or vice-versa for urgent alerts, customer service, or any other Voice automated interactions in over 100 languages.
• Coverage of the markets where your customers are present. Get global coverage in more than 60 countries with direct connections, enabling high-quality service and seamless conversations.
• Quick time to market. Adding Infobip as your BYOC provider is easy on top of the existing Freshdesk service. Also, as we have a local presence in more than 60 countries around the world, we ensure a quick number setup no matter the type.
• Compliance with regional regulations. Besides understanding the local requirements for voice traffic and registration, we also have local data centers in more than 40 locations.
• SIP trunking. High-definition voice-first experiences. No lag, no jitter, no echo, no static. Reach customers around the globe, with high-quality next-generation voice experiences.