{"id":563029,"date":"2025-03-11T13:16:01","date_gmt":"2025-03-11T20:16:01","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=563029"},"modified":"2025-10-30T16:08:45","modified_gmt":"2025-10-30T23:08:45","slug":"servicenow-integration","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/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 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.[\/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. Minimise expensive 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 comprehensive customer profile, enhances personalisation and enriches AI.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

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

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.[\/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

Break down 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

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

Workforce performance and planning<\/h3>\n

Boost performance by using interaction data to identify patterns and training needs. Streamline staffing workflows while 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, powering AI across the entire enterprise.[\/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 integrates all events generated throughout 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> 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 the 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

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

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. [\/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 lah<\/h2>\n

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Read 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 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.\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 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.<\/p>\n

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