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As far as I know there was an integration to ServiceNow with CaaS. When is this planned for PureCloud?
We have something different planned for PureCloud: It's PureCloud for Chrome. It's similar to a CRM integration in that shows a smaller UI to the agent, but it's provided through a browser extension rather than embedded within the external system.
The approach is a little different, so we've posted a brief article on our blog to introduce the product: http://blog.inin.com/keep-customers-in-full-view-with-purecloud-for-chrome/#sthash.JMQaHoxV.dpbs.
Aside from this specific product, general purpose PureCloud features, such as our web services data dip connector and scripts may help you to create the agent experience you desire.
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