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 regardless of how many departments are involved. Meeting expectations and SLAs requires a seamless experience for both customers and employees. 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. Minimise expensive 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 comprehensive customer profile, enhances personalisation and enriches AI.
Together, Genesys and ServiceNow have developed a ready-to-use, AI-powered solution that is easy and cost-effective to implement and maintain. Reduce 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) and IT Service Management (ITSM) to make every interaction easier for your customers, agents and supporting teams.
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.
Integrate front-office interactions with middle and back-office tasks into the Genesys Cloud AI orchestration engine. Define routing rules once and manage them centrally with ease.
Boost performance by using interaction data to identify patterns and training needs. Streamline staffing workflows while aligning with employee Scheduling and regulatory requirements.
Aggregate real-time operations data from ServiceNow and engagement data from Genesys Cloud into a common data source, powering AI across the entire enterprise.
Automatically match customers to the right agents. Externally route interactions from ServiceNow digital channels within the Genesys Cloud AI-powered routing engine.
Analyse your customer journeys to gain actionable insights. Genesys Cloud integrates all events generated throughout a journey into a journey-analysis data model that’s automatically ready for analysis.
Integrate voice into ServiceNow with Genesys Cloud Voice services. Purchase, activation and setup of telephony service is easy and efficient — or Bring Your Own Carrier (BYOCC).
Admins can configure ServiceNow cases to sync with Genesys Cloud work items, ensuring all departments have visibility into and the ability to influence important customer-related tasks.
Combine the best of both platforms with a fully co-developed and supported solution. Unified Experience from Genesys and ServiceNow is easy to set up and allows for simple adaptation as requirements change.
“As a current customer of Genesys and ServiceNow, we are excited to see these two innovative companies working together to improve customer experiences.” We look forward to the advancements this collaboration will 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 speed up time to value, improve efficiency, and raise customer service and support in the contact centre and beyond while reducing the ongoing costs. The collaboration is a significant step towards 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
Customers perceive your brand as a single entity, not a collection of different functions and locations. Unified Experience from Genesys and ServiceNow taps on the same top-notch global coverage and resilience as the Genesys Cloud platform, ensuring your workforce can provide a seamless customer experience anywhere, anytime.
Different systems, manual workarounds and the lack of visibility into the status of customer tasks cause headaches for organisations. This leads to human error, missed SLAs, and poor time-to-resolution (TTR) metrics, resulting in frustrated and dissatisfied customers. We make it easy to centralise omni-channel interactions and work routing in one engine to break down silos, improve employee collaboration and reduce customer effort.
Switching between systems takes time and effort. Integrating Genesys Cloud and its vast toolkit of capabilities into the ServiceNow Customer service Management (CSM) interface streamlines the employee experience across departments and business units. With built-in workforce engagement management (WEM), you can ensure quality, compliance and proper resource planning with real-time and post-interaction AI supervisor insights.
Modern contact centres must handle large interaction volumes, evolving customer support expectations and shifting business demands in real time. AI analyses hundreds of data points to anticipate the best Agent for each interaction and create optimised routes. Predictive routing removes manual planning and rule maintenance — and empowers administrators to improve call flow while optimising for chosen key performance metrics.
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 seamlessly integrates the best of both platforms into a single, ready-to-use solution. Reducing expensive IT development and unnecessary additional applications helps to lower costs.
Meeting expectations and SLAs requires a seamless experience for both your customers and employees. Provide your customer service teams with all the interaction controls and customer context they require in a single, AI-powered desktop. With the ServiceNow and Genesys integration, you can streamline and automate routing rules, customer tasks, and other workflows to speed up resolution time and enhance data accuracy.
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Customer service management (CSM) is a solution designed to enhance customer interactions by integrating front-office engagement with back-office processes. It offers 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 carry out 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 provide 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 removes the need to repeat information or move 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 handle repetitive inquiries, while more complex tasks are escalated 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 refers to any type of request made by or for a customer, no matter the source or method of interaction. This can include a wide range of interaction channels, including contact center interactions (phone, email or chat), self-service portals, mobile apps and social media.
A contact center CRM is a specialized 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 center 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 enables 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 allows for greater flexibility and scalability in managing complex workflows. This includes those needing 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 such as ServiceNow provide ITSM solutions that encompass incident management, change management, and service request handling to ensure operational excellence.
