The pressures to deliver on today’s customer expectations are intense. Customers expect seamless service journeys, no matter how many people, channels or departments are involved. And they’ll quickly shift to your competitors when their expectations go unmet. In fact, “The State of Customer Experience” report shows that more than half of customers surveyed will switch after just two to five negative interactions.

In the contact center, workforce turnover is high, draining knowledge and the investments your business has made in hiring and training staff. And while yesterday’s point solutions for supporting your workforce were quick and easy to acquire, they’re now proving difficult to weave together into a comprehensive, connected tech stack.

Customer service teams tie these manual processes and siloed technologies together themselves, leading to frustrating and time-consuming experiences for both your customers and employees. This inefficient “human middleware” approach contributes to poor customer experiences (CX) — and can cost your organization money.

Last year, Genesys announced a new strategic partnership with ServiceNow to explore how our companies and platforms could come together to solve these challenges. And, as Olivier Jouve, Chief Product Officer at Genesys, noted, “Bringing our platforms closer together will give our customers choice and flexibility as they work to elevate their customer and employee experiences.”

Today, I’m thrilled to share that Unified Experience from Genesys and ServiceNow is now available on the ServiceNow Store and the AppFoundry® Marketplace.

In this article, we’ll take a deep dive into our research and findings from designing and beta-testing this new solution together. And we’ll examine the 3 key elements that will help you deliver the unified experience your customers and employees expect.

1. Centralize Interaction and Work Routing

Deploying multiple systems to route and manage different channels and other systems entirely to assign and automate work across middle- and back-office teams can negatively affect not only your ability to deliver world-class service, but also your bottom line.

Customers are often forced to repeat themselves when they switch communication channels. Frontline agents receive work that doesn’t always align to their skillsets, and they must shift through multiple applications to gather information. This can only add to their frustration. The business is left with redundant tech systems that must be constantly maintained to keep operational – raising IT budgets year after year.

Unified Experience from Genesys and ServiceNow brings together the routing of front-office interactions with back-office tasks into a single artificial intelligence (AI)-powered orchestration engine. Routing is centralized in the Genesys Cloud™ platform which streamlines the delivery of work to the right people at the right time, integrating real-time experiences such as voice calls and chat messages with offline work like cases. This makes it possible for customer service representatives

2. Unifier les équipes sur un seul bureau

Les secteurs de l'expérience client et de la gestion de la relation client (CRM) évoquent le concept d'un « écran unique » depuis des années, voire des décennies. Pourtant, de nombreuses entreprises exigent toujours que leurs agents, superviseurs et experts travaillent sur des applications séparées et déconnectées pour communiquer avec les clients et effectuer les tâches nécessaires pour résoudre leurs problèmes. Cela introduit un « middleware humain » coûteux dans vos processus CX. Bien que le facteur humain reste essentiel pour fournir un service client empathique, il est impossible de travailler efficacement tout en comblant l'écart entre les données, les canaux et les flux de travail. Cela peut avoir un impact négatif sur tous les indicateurs clés de performance du centre de contact, du temps de traitement moyen aux scores de satisfaction client en passant par la fidélisation des agents (dont nous reparlerons). Comparons une interaction dans un centre de contact avec des systèmes et des services déconnectés avec son équivalent dans l'expérience unifiée de Genesys et ServiceNow.

Unified experience from genesys and servicenow
Unified experience from genesys and servicenow
Unified experience from genesys and servicenow

L'expérience unifiée de Genesys et ServiceNow Workspace peut optimiser l'efficacité du personnel grâce à l'accès aux contrôles d'interaction natifs, aux données client et opérationnelles, aux automatisations de flux de travail et à l'assistance IA, le tout dans une vue unique. Par rapport aux intégrations CTI existantes, cette approche native élimine les fenêtres contextuelles intrusives qui couvrent les données et interfèrent avec la prestation de services. De plus, la solution agrège automatiquement les données d'opérations en temps réel de ServiceNow et les données d'engagement de Genesys Cloud dans une source de données commune. Cela alimente l'IA et fournit des informations en temps réel que les agents peuvent utiliser pour obtenir rapidement des résultats significatifs.

Sn agent activity rounded

Unified Desktop: Switching between systems takes time and effort. Bringing together Genesys Cloud and its vast toolkit of capabilities with ServiceNow CSM streamlines work delivery and execution to reduce average handle times.

3. Optimize Workforce Engagement

According to SQM Group research, the call center industry’s annual agent turnover rate has risen to 38% in 2022. Mike Desmarais, founder and CEO of SQM Group notes, “As a result of the higher agent turnover, job burnout, absenteeism, operating cost, and lower [first call resolution] FCR and [customer satisfaction score] CSAT, you can strongly argue that call center turnover is the most important KPI.”

New agents struggle to resolve interactions and cases on first contact. Even the most seasoned agents require the necessary tools and continuous professional development to become top performers. It can be nearly impossible to deliver a unified experience to customers with an inconsistent, ill-equipped workforce that doesn’t own and value their careers.

With Unified Experience from Genesys and ServiceNow, a personalized dashboard of their performance, schedule, adherence, training and coaching helps agents quickly onboard, stay on task and own their career development.  And, when support teams receive the right type and amount of work and lean on AI-assistance and workflow automation to make their jobs easier, both employee satisfaction and customer satisfaction can improve.

Sn agent workspace rounded

AI-powered planning tools: Optimize contact center occupancy by balancing interaction and case workloads with staff resources. This enables you to limit costly turnover with skill development and real-time AI assistance.

Deliver the Unified Experience Your Customers and Employees Expect

Combine the power of an industry-recognized leader in Contact Center as a Service (CCaaS) with ServiceNow Customer Service Management (CSM) to make every interaction easier for your customers, agents and supporting teams.

Unified Experience from Genesys and ServiceNow can simplify cross-department collaboration by connecting agents with back-office teams, insights and processes to orchestrate more efficient engagements. It centralizes interaction and work routing across channels and departments; brings together customer service teams and their work onto a single desktop; and optimizes workforce engagement, all powered by AI.

And consolidating your bespoke CX tech stack into a single turnkey offering can help to reduce the number of software tools, as well as the costs associated with software development and maintenance.

Watch this demo to learn more about how Unified Experience from Genesys and ServiceNow can help you increase workforce productivity, boost customer loyalty and reduce total cost of ownership (TCO).