InGenius - Computer Telephony Integration (CTI)
Supercharge your employee interactions by connecting your phone system to ServiceNow!
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
Reduce clicks, auto-populate key caller information, reduce after-call work, and deliver a remarkable customer experience by using Upland InGenius to seamlessly connect leading telephony systems with ServiceNow. Give your agents a single pane of glass to work from instead of toggling between multiple systems. Once you have InGenius, you won't be able to imagine how you lived without it.
Key features include:
- Screen pops on incoming calls
- Screen transfers for seamless handoffs
- Click-to-dial for rapid outbound calling
- Automated call log templates for more accurate and actionable data collection
- Integrated call reporting via pre-configured ServiceNow reports
As a ServiceNow Bronze Technology Partner and certified Built On Now app, InGenius is committed to continuous innovation and works closely with ServiceNow to amplify the product roadmap.
Upland InGenius is compatible with:
- Customer Service Management (CSM) with Agent Workspace
- HR Service Delivery
- IT Service Management (ITSM)
Bring your Avaya, Cisco, or Genesys phone system into ServiceNow for more productive and engaged teams. Connect with an expert to learn more about turbocharging your employee interactions using InGenius today!
Part of the Upland Software family of products.
Key Features
**Integrated Call Control**
Unify all tools for your service agents within the ServiceNow window. Call control buttons like answer call, hold call, transfer and dial out are available directly in the ServiceNow interface so agents don’t need to fumble with their desk phones.
**Screen Pop**
Save time and improve the user experience using screen pop. View caller information before the call is connected by matching on phone number or IVR information so that your help desk agents are always prepared.
**Click-to-Dial**
Make calling easier and faster for your agents, with no time wasted on misdials. Click on any phone field to automatically dial using your softphone, handset or mobile extension. Use configurable one-click speed dial and search-and-dial functions for rapid dialing.
**Call Logging**
Automatically capture calls in ServiceNow for better reporting and decision making, and lower average handle time for agents. Quickly add notes with configurable call log templates and wrap-up codes you define.
**Intelligent Dialing**
Simplify dialing for your agents and make sure calls always connect. Screen pop and click-to-dial work no matter what country or area code the user and the caller are located in, and no matter what phone number formats are used in ServiceNow.
**CRM Screen Transfer**
Give a warm start to all transferred calls for a better user experience. Automatically transfer captured information and related objects to any subsequent agent.
**Easy Configuration**
Use the flexibility of InGenius to make CTI fit your business needs. Pre-fill speed dials, buttons, templates and wrap-up codes with online administrator tools that easily configure the ServiceNow interface.