{"id":561064,"date":"2025-03-11T13:16:01","date_gmt":"2025-03-11T20:16:01","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=561064"},"modified":"2025-10-23T02:15:27","modified_gmt":"2025-10-23T09:15:27","slug":"servicenow-integration","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/servicenow-integration","title":{"rendered":"ServiceNow Integration"},"content":{"rendered":"

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Genesys Cloud CX<\/a><\/div>
Cloud architecture and open platform<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”1\/2″ el_class=”order-md-1 order-5″][vc_single_image image=”556275″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column][vc_column width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_single_image image=”556711″ css=”.vc_custom_1741858545629{margin-bottom: 1rem !important;}” si_max_width=”350px” el_class=”mb-2″][vc_column_text css=””]<\/p>\n

Unified Experience from Genesys and ServiceNow<\/h1>\n

Unite customer service teams and their work across departments[\/vc_column_text]

Get a demo<\/a>Watch now<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Deliver the unified experience your customers expect<\/h2>\n

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.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″ el_class=”order-md-1 order-5″][vc_column_text css=””]<\/p>\n

Maximise workforce productivity<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Enhance customer satisfaction and loyalty<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Reduce total cost of ownership<\/h3>\n

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.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-white” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” el_class=”bg-cover bg-150-md bg-center bg-norepeat” css=”.vc_custom_1744396186505{background-image: url(https:\/\/www.genesys.com\/media\/Threads-Right-Wave.png?id=549945) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_row r_gutter_size=”gutter-small” background_color=”bgc-glass” equal_height=”yes” el_class=”py-3 px-1 px-lg-3 rounded mt-0″][vc_column width=”2\/3″ offset=”vc_col-sm-offset-2″][vc_column_text css=””]<\/p>\n

Dismantle silos to achieve meaningful outcomes faster<\/h2>\n

Combine the power of the industry-recognised leader in CCaaS<\/a> with ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) to make every interaction easier for your customers, agents and supporting teams.<\/p>\n

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Unified agent workspace<\/h3>\n

Empower your 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. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Personalised CX orchestration<\/h3>\n

Combine front-office interactions with middle and back-office tasks into the Genesys Cloud AI orchestration engine. Define routing rules once and centrally manage them with ease.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Workforce performance and planning<\/h3>\n

Accelerate performance using interaction data to spot patterns and training needs. Streamline staffing workflows whilst aligning with employee scheduling and regulatory requirements.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Common data layer<\/h3>\n

Aggregate real-time operations data from ServiceNow and engagement data from Genesys Cloud into a common data source, fuelling AI enterprise-wide.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

AI-driven omnichannel routing<\/h3>\n

Automatically match customers to the right Agents. Externally route interactions from ServiceNow digital channels within the Genesys Cloud AI-powered routing engine. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Customer journey optimisation<\/h3>\n

Analyse your customer journeys to gain actionable insights. Genesys Cloud stitches all events generated over the course of a journey into a journey-analysis data model that\u2019s automatically ready for analysis.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Flexible Voice services<\/h3>\n

Integrate voice into ServiceNow with Genesys Cloud Voice<\/a> Voice services. Purchase, activation and setup of telephony service is easy and efficient \u2014 or Bring Your Own Carrier (BYOCC).[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Work automation synchronisation<\/h3>\n

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.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_column_text css=””]<\/p>\n

Turnkey, time-saving integration<\/h3>\n

Combine the best of both platforms with a completely co-built and supported solution. Unified Experience from Genesys and ServiceNow is simple to set up and enables easy adaptation as requirements change. [\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes”][vc_column width=”3\/4″ offset=”vc_col-md-6″][vc_column_text css=””]<\/p>\n

See what customers and industry experts have to say<\/h2>\n

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View all stories<\/a><\/div>[\/vc_column][vc_column]
\"Siemens<\/div>
\"Siemens

\u201cAt Siemens Healthineers, we embrace technology, data and AI to support every patient\u2019s health journey. ServiceNow and Genesys have been very important partners for us as we are digitalising 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.\u201d<\/p>

Jochen Hostalka<\/p>

SVP IT Customer and Enterprise Services, Siemens Healthineers AG<\/p>

Read the story<\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][vc_column width=”1\/2″]
\"logo-KAPLAN\"<\/div>

“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.”<\/p>\n

– Bill Boga, Executive Director of Contact Centre Strategy and AI Transformation, Kaplan North America<\/p>\n<\/div><\/div>