{"id":571007,"date":"2025-06-23T10:17:23","date_gmt":"2025-06-23T17:17:23","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/3-cles-pour-offrir-des-experiences-unifiees-avec-genesys-et-servicenow"},"modified":"2026-07-13T21:17:14","modified_gmt":"2026-07-14T04:17:14","slug":"3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","title":{"rendered":"Les 3 cl\u00e9s d\u2019une exp\u00e9rience unifi\u00e9e avec Genesys et ServiceNow"},"content":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]The pressures to deliver on today\u2019s customer expectations are intense. Customers expect seamless service journeys, no matter how many people, channels or departments are involved. And they\u2019ll quickly shift to your competitors when their expectations go unmet. In fact, \u201cThe State of Customer Experience<\/a>\u201d report shows that more than half of customers surveyed will switch after just two to five negative interactions.<\/p>\n

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\u2019s point solutions for supporting your workforce were quick and easy to acquire, they\u2019re now proving difficult to weave together into a comprehensive, connected tech stack.<\/p>\n

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 \u201chuman middleware\u201d approach contributes to poor customer experiences (CX) \u2014 and can cost your organization money.<\/p>\n

Last year, Genesys\u00a0announced a new strategic partnership with ServiceNow<\/a>\u00a0to explore how our companies and platforms could come together to solve these challenges. And, as Olivier Jouve, Chief Product Officer at Genesys, noted, \u201cBringing our platforms closer together will give our customers choice and flexibility as they work to elevate their customer and employee experiences.\u201d<\/p>\n

Today, I\u2019m thrilled to share that Unified Experience from Genesys and ServiceNow is now available on the\u00a0ServiceNow Store<\/a>\u00a0and the\u00a0AppFoundry\u00ae<\/sup>\u00a0Marketplace<\/a>.<\/p>\n

In this article, we\u2019ll take a deep dive into our research and findings from designing and beta-testing this new solution together. And we\u2019ll examine the 3 key elements that will help you deliver the unified experience your customers and employees expect.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n

1. Centralize Interaction and Work Routing<\/h2>\n

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.<\/p>\n

Customers are often forced to repeat themselves when they switch communication channels. Frontline agents receive work that doesn\u2019t 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 \u2013 raising IT budgets year after year.<\/p>\n

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\u2122<\/sup>\u00a0platform 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[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n

2. Unifier les \u00e9quipes sur un seul bureau<\/h2>\n

Les secteurs de l'exp\u00e9rience client et de la gestion de la relation client (CRM) \u00e9voquent le concept d'un \u00ab\u00a0\u00e9cran unique\u00a0\u00bb depuis des ann\u00e9es, voire des d\u00e9cennies. Pourtant, de nombreuses entreprises exigent toujours que leurs agents, superviseurs et experts travaillent sur des applications s\u00e9par\u00e9es et d\u00e9connect\u00e9es pour communiquer avec les clients et effectuer les t\u00e2ches n\u00e9cessaires pour r\u00e9soudre leurs probl\u00e8mes. Cela introduit un \u00ab\u00a0middleware humain\u00a0\u00bb co\u00fbteux 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'\u00e9cart entre les donn\u00e9es, les canaux et les flux de travail. Cela peut avoir un impact n\u00e9gatif sur tous les indicateurs cl\u00e9s de performance du centre de contact, du temps de traitement moyen aux scores de satisfaction client en passant par la fid\u00e9lisation des agents (dont nous reparlerons). Comparons une interaction dans un centre de contact avec des syst\u00e8mes et des services d\u00e9connect\u00e9s avec son \u00e9quivalent dans l'exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow.[\/vc_column_text][vc_single_image image=\u00a0\u00bb560140″ alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_single_image image=\u00a0\u00bb560141″ alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][vc_single_image image=\u00a0\u00bb560142″ alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmb-2″][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmb-2″]L'exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow Workspace peut optimiser l'efficacit\u00e9 du personnel gr\u00e2ce \u00e0 l'acc\u00e8s aux contr\u00f4les d'interaction natifs, aux donn\u00e9es client et op\u00e9rationnelles, aux automatisations de flux de travail et \u00e0 l'assistance IA, le tout dans une vue unique. Par rapport aux int\u00e9grations CTI existantes, cette approche native \u00e9limine les fen\u00eatres contextuelles intrusives qui couvrent les donn\u00e9es et interf\u00e8rent avec la prestation de services. De plus, la solution agr\u00e8ge automatiquement les donn\u00e9es d'op\u00e9rations en temps r\u00e9el de ServiceNow et les donn\u00e9es d'engagement de Genesys\u00a0Cloud dans une source de donn\u00e9es commune. Cela alimente l'IA et fournit des informations en temps r\u00e9el que les agents peuvent utiliser pour obtenir rapidement des r\u00e9sultats significatifs.[\/vc_column_text][vc_single_image image=\u00a0\u00bb559820″ alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmb-1″][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]Unified Desktop:<\/strong>\u00a0Switching 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.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmb-2″]<\/p>\n

3. Optimize Workforce Engagement<\/h2>\n

According to\u00a0SQM Group research<\/a>, the call center industry\u2019s annual agent turnover rate has risen to 38% in 2022. Mike Desmarais, founder and CEO of SQM Group notes, \u201cAs 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.\u201d<\/p>\n

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\u2019t own and value their careers.<\/p>\n

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. \u00a0And, 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.[\/vc_column_text][vc_single_image image=\u00a0\u00bb559821″ alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmb-1″][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]AI-powered planning tools:\u00a0<\/strong>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.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n

Deliver the Unified Experience Your Customers and Employees Expect<\/h2>\n

Combine the power of an industry-recognized leader in\u00a0Contact Center as a Service (CCaaS)<\/a>\u00a0with\u00a0ServiceNow Customer Service Management (CSM)<\/a>\u00a0to make every interaction easier for your customers, agents and supporting teams.<\/p>\n

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.<\/p>\n

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.<\/p>\n

Watch this demo<\/a>\u00a0to 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).[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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