Upland InGenius uses computer telephony integration (CTI) to connect existing Avaya, Cisco® and Genesys® phone systems into ServiceNow®, for world-class customer experiences and productive helpdesk and service desk agents. Built on technology proven in world-class contact centers, the InGenius integration offers features like call pops, click-to-dial and automated call logging directly within the ServiceNow platform.

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Supported ServiceNow Versions

InGenius works with Customer Service Management (CSM) with Agent Workspace, ServiceNow HR Service Delivery and ServiceNow IT Service Management (ITSM), versions New York and Madrid, to connect the platform with leading telephony systems. InGenius unifies all phone tools for your contact center agents directly within the ServiceNow window, eliminating extra clicks and providing a full view of customer information. The solution for ServiceNow works with Avaya, Cisco® and Genesys® phone systems.

Flexible ServiceNow Integration

The flexibility of the InGenius solution makes it easy to adapt computer telephony integration to fit your business requirements. You can configure workflows, call handling, templates and the user interface to meet the unique needs of your service center. With InGenius, you have maximum integration control, enhancing the functionality of ServiceNow and improving your return on investment into the platform.

How InGenius Works

InGenius seamlessly integrates into ServiceNow, displaying a small user interface embedded at the side of the screen for caller info, call notes and phone controls. Deployment is fast and simple, with no need for any desktop installation or changes to your phone system. Data is saved in ServiceNow rather than an external server, and InGenius runs inside your firewall, so you can be confident that your systems are secure.


InGenius is a solution backed by reliable expertise and exceptional customer care developed over 20 years in the enterprise telephony industry.

The ability to configure their product via the systems administration interface as well as the ability to customize CTI-driven workflows into ServiceNow is top notch. I highly recommend this product to others.


The InGenius and
ServiceNow Relationship

InGenius underwent a rigorous set of interoperability, security and performance testing to become a certified application for computer telephony integration (CTI) on the ServiceNow Store. As a Bronze Technology Partner of ServiceNow, InGenius works closely with the ServiceNow roadmap to ensure its solution is helping customers to work smarter and faster with the latest technologies for helpdesk and IT service management.

ServiceNow Partner Specialist

Partner Demo System

InGenius offers a demo system designed for ServiceNow employees, consultants and integration partners. The system allows you to showcase the value of InGenius live to your customer, using your own instance of ServiceNow. For both inbound and outbound calls, features like click-to-call, screen pop and automated call logging work are enabled, allowing you to customize a presentation with the functionality that’s most relevant to your customer.

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