{"id":563021,"date":"2025-03-23T16:11:48","date_gmt":"2025-03-23T23:11:48","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=563021"},"modified":"2025-03-23T16:12:53","modified_gmt":"2025-03-23T23:12:53","slug":"unified-experience-from-genesys-and-servicenow","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/unified-experience-from-genesys-and-servicenow","title":{"rendered":"Unified Experience from Genesys and ServiceNow product overview"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Unified Experience from Genesys and ServiceNow product overview<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/11b91a5de45254ea\/original\/Unified-Experience-from-Genesys-and-ServiceNow.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3>Human middleware is a leading cause of poor CX<\/h3>\n<p>Consumers think of your brand as a single entity, not a collection of disparate functions. They expect seamless service journeys, no matter how many departments are involved. Yet, many organisations still rely on multiple systems to route interactions across channels and agents to navigate numerous applications to get work done or assign tasks to middle- and back-office teams. Human middleware ties these manual processes and siloed technologies together, leading to frustrating and time-consuming experiences for both your customers and employees.<\/p>\n<h3>Deliver the unified experience your customers expect<\/h3>\n<p>Unified Experience from Genesys and ServiceNow simplifies cross-department collaboration by connecting agents with back-office teams, insights and processes to orchestrate more efficient engagements. Bring together customer service teams and their work onto a single desktop; centralise interaction and work routing across channels and departments; and optimise workforce engagement and customer journeys \u2014 all powered by artificial intelligence (AI). Lower software, development and maintenance costs by consolidating your bespoke customer experience (CX) tech stack into a single, turnkey offering.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/11b91a5de45254ea\/original\/Unified-Experience-from-Genesys-and-ServiceNow.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[vc_column_text el_class=&#8221;mt-2&#8243;][\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"component card w-100 bgc-white vertical text-start   chevron-only has-card-header  \" ><div class=\"card-header p-1  \" ><h3 class=\"mb-0\"><i class=\"fak fa-gen-star text-whiteicon-size-regular\" aria-hidden=\"true\"><\/i> Benefits<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Lower software, development and maintenance costs<\/li>\n<li>Eliminate application switching<\/li>\n<li>Maximise workforce productivity<\/li>\n<li>Boost customer loyalty and satisfaction<\/li>\n<li>Optimise agent occupancy and limit turnover<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row\"><div class=\"text-col col-lg-12 title-container\"><h2 class=\"text-center\">Keep exploring<\/h2><\/div><\/div><div class=\"row align-items-stretch gutter-small col-count-4 scrollable-row\"><div class=\"col-12 primary-item grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component-cta-block centered cta-text-end\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/the-forrester-wave-contact-centre-as-a-service\"><div class=\"row align-items-stretch image-stack chevron-only card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Resource-LP-Thumbnail-image-824x528-1.png\" height=\"697\" width=\"1230\" alt=\"Resource lp   thumbnail image 824&#215;528\"><\/div><div class=\"col-content col-md-7 mt-lg-0\"><div class=\"content-container align-self-start align-self-md-center\"><p class=\"assettag\">Report<\/p><h3 class=\"item-title\">The Forrester Wave Contact Centre As A Service<\/h3><p class=\"brief-desc text-20 mb-0\">Genesys recognised as a Leader \u2014 and cited for its ability to deliver a modern, highly scalable platform with advanced AI capabilities<\/p><\/div><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-blog\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/blog\/post\/3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_666715368-scaled-e1741372866573.jpeg\" height=\"547\" width=\"820\" alt=\"Servicenow, genesys, unified customer experience, unified employee experience, cx\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Blog<\/p><h3 class=\"item-title h6\">3 keys to delivering unified experiences with Genesys and ServiceNow<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/unified-experience-from-genesys-and-servicenow-demo\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/820x464-ServiceNow-2.png\" height=\"464\" width=\"820\" alt=\"820&#215;464 servicenow (2)\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Demo<\/p><h3 class=\"item-title h6\">Unified Experience from Genesys and ServiceNow Demo<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-capabilities\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/servicenow-integration\"><div class=\"thumbnail-col thubmnail default-thumb\"><img decoding=\"async\" src=\"\/media\/default-resource-thumb-wave-1.jpg\" height=\"464\" width=\"820\" alt=\"Genesys wave default resource thumbnail 1\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Capability<\/p><h3 class=\"item-title h6\">ServiceNow Integration<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;] Unified Experience from Genesys and ServiceNow product overview [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] Human middleware is a leading cause of poor CX Consumers think of your brand as a single entity, not a collection of disparate functions. They expect seamless service journeys, no matter how many departments are involved. Yet, many organisations [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":560734,"template":"","tax_priority":[],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[18482],"tax_products_programs":[],"tax_buying_job":[16717],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-563021","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-en-sg","tax_capability_sitewide-integrations-en-sg","tax_buying_job-job-4-supplier-selection-en-sg","tax_content_type-product-overview-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/563021","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/316"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/563021\/revisions"}],"predecessor-version":[{"id":563026,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/563021\/revisions\/563026"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/560734"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=563021"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=563021"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=563021"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=563021"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=563021"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=563021"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=563021"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=563021"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=563021"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=563021"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=563021"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}