Unified Experience from Genesys and ServiceNow
Unite customer service teams and their work across departments
Unite customer service teams and their work across departments
Consumers expect seamless support no matter how many departments are involved. Meeting expectations and SLAs requires a unified customer and employee experience. Eliminate application switching and manual cross-department processes with a turnkey, AI-powered solution that unifies and automates your CX operations end to end.
Artificial intelligence (AI)-powered planning tools help optimise contact centre occupancy by balancing interaction and case workloads with staff resources. Limit costly agent turnover with skill development and real-time AI assistance.
Reduce customer effort and improve customer satisfaction scores with unified data, channels and AI. A common data layer between Genesys and ServiceNow ensures a holistic customer profile, improves personalisation and enriches AI.
Together, Genesys and ServiceNow have built a turnkey, AI-powered solution that is easy and cost-effective to deploy and maintain. Lower software costs by consolidating your customer experience (CX) tech stack into a single, comprehensive offering.
Combine the power of the industry-recognised leader in CCaaS with ServiceNow Customer Service Management (CSM) to make every interaction easier for your customers, agents and supporting teams.
Empower agents to own their work and careers with an extensible, purpose-built desktop. Access native interaction controls, customer information, AI assistance, scheduling, performance and training all in one workspace.
Bring together front-office interactions with middle and back-office tasks into the Genesys Cloud AI orchestration engine. Customer service teams receive precisely the work type and amount they can handle.
Accelerate performance using interaction and case data to spot patterns and training needs. Improve utilisation rates and lower staff requirements with unified forecasting and scheduling of all work.
Aggregate real-time operations data from ServiceNow and engagement data from the Genesys Cloud™ platform into a common data source, fueling AI enterprise-wide.
Analyse your customer journeys to gain actionable insights. Genesys Cloud stitches all events into a journey-analysis data model that’s automatically ready for analysis.
Integrate voice into ServiceNow CSM with Genesys Cloud Voice services. Purchase, activation and setup of telephony service is easy and efficient — or bring your own cloud carrier.
Admins can configure ServiceNow cases to sync with Genesys Cloud work items, ensuring all departments have visibility into and ability to influence important customer-related tasks.
Bring together the best of both platforms with an entirely co-built and supported solution. Unified Experience from Genesys and ServiceNow is simple to set up and enables easy adaption as requirements change.
For government agencies requiring FedRAMP compliance, Unified Experience from Genesys and ServiceNow integration services are deployed in the FedRAMP-certified AWS US East 2 region.
Customers think of your brand as a single entity, not a group of disparate functions and locations. Unified Experience from Genesys and ServiceNow leverages the same industry-leading global coverage and resilience as the Genesys Cloud platform, ensuring your workforce can deliver a cohesive customer experience anywhere, anytime.
Improve employee collaboration and reduce customer effort by centralising omnichannel interactions and work routing in one engine to break down silos. Disparate systems, manual workarounds and the lack of visibility into the status of customer cases create headaches for organisations. This results in human error, missed SLAs and poor time-to-resolution metrics, which lead to frustrated and dissatisfied customers.
Ensure quality, compliance and proper resource planning with real-time and post-interaction AI supervisor insights in built-in workforce engagement management. Switching between systems takes time and effort. Integrating Genesys Cloud and its vast toolkit of capabilities into the ServiceNow CSM interface streamlines work delivery and execution, reducing average handle times.
Remove manual planning and rule maintenance — and empower administrators to improve call flow while optimising for chosen key performance metrics — with predictive routing. Modern contact centres must handle large interaction and case volumes, evolving customer engagement expectations and shifting business demands in real time. AI analyses hundreds of data points to anticipate the best agent for each job and create optimised routes.
Reduce expensive IT development and unnecessary ancillary applications to lower costs. Third-party and customer-built CTI integrations can be difficult to set up and maintain. IT teams must cobble together services, APIs and data to crudely embed even the most basic contact centre functionality into ServiceNow. Unified Experience from Genesys and ServiceNow natively combines the best of both platforms into a single, turnkey solution.
“As a current customer of Genesys and ServiceNow, we are thrilled to see these two innovative companies collaborating to enhance customer experiences. We look forward to the advancements this collaboration to ultimately empower us to better serve our learners.”
– Bill Boga, Executive Director of Contact Centre Strategy and AI Transformation, Kaplan North America
“The partnership between ServiceNow and Genesys will accelerate time to value, enhance efficiency, and elevate customer service and support in the contact centre and beyond while lowering the ongoing costs. 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.”
– Rebecca Wettemann, CEO and Principal Analyst, Valoir
Meeting expectations and SLAs requires a unified experience for both your customers and employees. Give your customer service teams all the interaction controls and customer context they need in one unified, AI-powered desktop. With the ServiceNow and Genesys integration, you can consolidate and automate routing rules, customer tasks and other workflows to speed time to resolution and improve data accuracy.
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Customer service management (CSM) is a solution designed to improve customer interactions by uniting front-office engagement with back-office processes. It provides a centralised platform for tracking, resolving and analysing customer issues across various channels like email, chat and social media. CSM solutions like ServiceNow streamline workflows, enhance customer satisfaction and ensure SLA compliance.
A digital workflow is an automated process that uses technology to manage and execute tasks or operations electronically. In a customer service context, digital workflows connect different departments, systems and channels to streamline customer interactions. These workflows reduce manual effort, ensure accuracy and deliver consistent, efficient support to customers.
A unified experience integrates all customer service touchpoints — such as phone, chat, email and social media — into a single, cohesive platform. It ensures agents have a complete view of the customer journey, enabling personalised interactions and efficient resolutions. For customers, this seamless experience eliminates the need to repeat information or navigate between departments.
Work automation in a contact centre involves deploying technology to streamline and handle various customer requests or tasks through a set of actions called a “workflow.” These workflows generally employ both attended (i.e., human agents) and unattended (i.e., artificial intelligence and bots) resources to solve customer issues.
Work automation can streamline or entirely handle tasks like data entry, proactive notifications or contact strategies, and even some customer interactions. AI, chatbots and automated systems can manage repetitive inquiries, while more complex tasks are elevated to human agents. This automation enhances efficiency, shortens wait times and improves the overall customer experience within the contact centre.
A customer task or customer work item is any type of request submitted by or on behalf of a customer, regardless of the origin or interaction method. This can include a wide range of interaction channels, including contact centre interactions (phone, email or chat), self-service portals, mobile apps and social media.
A contact centre CRM is a specialised customer relationship management system designed to integrate multiple communication channels into a unified platform. By doing this, you can enable agents to provide seamless and efficient service across multiple touchpoints.
The primary goal of a contact centre CRM, such as the Genesys Cloud CRM, is to enhance customer experiences. It helps achieve this by providing agents with real-time access to customer information, interaction history and context. Features often include call routing, automated workflows, ticket management and performance analytics. It also helps customers connect to the right agent quickly, allowing agents to promptly resolve their issues.
ServiceNow External Routing allows businesses to integrate their ServiceNow platform with third-party routing solutions. By doing this, they can manage and optimise the distribution of cases, leads or tasks to agents. Organisations can leverage external systems like Genesys Cloud to define and execute advanced routing logic tailored to their needs.
With External Routing, ServiceNow captures and manages work items while offloading routing decisions to the external system. This integration enables greater flexibility and scalability in handling complex workflows. This includes those requiring AI-driven prioritisation, skill-based assignments or custom business rules.
IT service management (ITSM) refers to the processes and tools organisations use to design, deliver, manage and support IT services. ITSM focuses on aligning IT services with business needs, improving efficiency and delivering value. Platforms like ServiceNow offer ITSM solutions that include incident management, change management and service request handling to ensure operational excellence.
