ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences

• Unify customer service teams: Agents have access to a single workspace in ServiceNow CSM that integrates the necessary data and tools for engaging customers across digital and voice channels, leveraging AI-driven recommendations to swiftly capture and fulfill customer requests. An interactive view of their schedule, performance, and training opportunities helps contact center employees onboard quickly, continually grow and develop skills, and respond rapidly to customer inquiries.

• Centralize interaction and work routing in one engine: Leveraging the industry-leading AI-powered experience orchestration capabilities of Genesys Cloud, the new solution will be designed to bring together end-to-end interaction and work routing across employees, bots, channels and systems, improving self- and human-assisted customer experiences. This will be underpinned by ServiceNow’s AI platform for digital business that connects the front-, middle-, and back-office through workflow automation, helping agents solve simple and complex customer issues more efficiently.
• Optimize workforce engagement and customer journeys: The ability to visualize, measure, and monitor workforce and customer journey performance with an integrated solution and unified and open data platforms will help provide organizations actionable, real-time insights to make informed, data-driven decisions. Supervisors gain more understanding to streamline staffing workflows and scheduling while enhancing employee productivity.

“The partnership between ServiceNow and Genesys will accelerate time to value, enhance efficiency, and elevate customer service and support in the contact center and beyond while lowering the ongoing costs,” said Rebecca Wettemann, CEO and principal analyst, Valoir. “The collaboration is a significant step toward delivering on the entire end-to-end customer journey by connecting front-office interactions to back-office processes, allowing businesses to streamline service operations, lower costs, and reduce customer effort.”

What customers are saying:

“At Siemens Healthineers, we embrace technology, data and AI to support every patient’s health journey,” said Jochen Hostalka, SVP IT Customer & Enterprise Services at Siemens Healthineers AG. “ServiceNow and Genesys have been very important partners for us as we are digitalizing the delivery of services for our employees and patients. We expect that this collaboration will help us to further simplify and enhance the patient experience.”

“At Meijer, we focus on our customers and thrive by meeting their needs and exceeding their expectations,” said Karel Soukal, Director, IT Platforms & Enablement, Meijer. “As a customer of both ServiceNow and Genesys, we’re excited about the future of this partnership. We’re looking forward to closer alignment and integrations that will help us drive business success while boosting productivity for team members and earning customer loyalty along the way.”

Availability

• Genesys and ServiceNow integrated capabilities are planned to be rolled out under controlled availability starting in Q4 of 2024 and are intended to be sold by both Genesys and ServiceNow.
• Organizations can access the Genesys Cloud ServiceNow Connector today on the ServiceNow Store and Genesys AppFoundry® Marketplace.