{"id":566017,"date":"2025-04-07T00:14:56","date_gmt":"2025-04-07T07:14:56","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/visao-geral-de-unified-experience-da-genesys-e-da-servicenow"},"modified":"2026-03-10T12:20:53","modified_gmt":"2026-03-10T19:20:53","slug":"unified-experience-from-genesys-and-servicenow","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/pt-br\/resources\/unified-experience-from-genesys-and-servicenow","title":{"rendered":"Vis\u00e3o geral de Unified Experience da Genesys e da ServiceNow"},"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>Vis\u00e3o geral de Unified Experience da Genesys e da ServiceNow<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/15f8c6c29d0f09be\/original\/Unified-Experience-from-Genesys-and-ServiceNow_PT-BR.pdf\" target=\"_blank\" rel=\"\">Obtenha a vis\u00e3o geral<\/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<h2 class=\"h3\">A interven\u00e7\u00e3o humana \u00e9 um dos principais fatores que impactam negativamente a experi\u00eancia do cliente<\/h2>\n<p>Os consumidores percebem sua marca como uma \u00fanica entidade, e n\u00e3o como um conjunto de departamentos distintos. Eles esperam jornadas de atendimento perfeitas, independentemente de quantos departamentos estejam envolvidos. No entanto, muitas empresas ainda utilizam m\u00faltiplos sistemas para direcionar intera\u00e7\u00f5es entre canais e agentes, exigindo que os colaboradores alternem entre diferentes aplicativos para executar tarefas ou encaminh\u00e1-las \u00e0s equipes de middle e back office. A interven\u00e7\u00e3o humana conecta esses processos manuais e tecnologias desconectadas, gerando experi\u00eancias lentas e frustrantes tanto para clientes quanto para colaboradores.<\/p>\n<h2 class=\"h3\">Entregue a experi\u00eancia unificada que seus clientes esperam<\/h2>\n<p>Unified Experience da Genesys e da ServiceNow simplifica a colabora\u00e7\u00e3o entre departamentos, conectando agentes com equipes de back office, insights e processos para orquestrar engagements mais eficientes. Unifique as equipes de atendimento e suas atividades em um \u00fanico desktop, centralize as intera\u00e7\u00f5es e o roteamento de tarefas entre canais e departamentos e aprimore o engagement da for\u00e7a de trabalho e as jornadas do cliente, tudo isso com o poder da intelig\u00eancia artificial (IA). Reduza os custos de software, desenvolvimento e manuten\u00e7\u00e3o ao unificar sua tecnologia de experi\u00eancia do cliente (CX) em uma solu\u00e7\u00e3o pronta para uso.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/brand.genesys.com\/m\/76f0c71367c046dc\/original\/Unified-Experience-from-Genesys-and-ServiceNow-pdf_PT-BR.pdf\" target=\"_blank\" rel=\"\">Obtenha a vis\u00e3o geral<\/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> Benef\u00edcios<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Reduza custos de software, desenvolvimento e manuten\u00e7\u00e3o<\/li>\n<li>Elimine a troca de aplicativos<\/li>\n<li>Maximize a produtividade da for\u00e7a de trabalho<\/li>\n<li>Aumente a fidelidade e a satisfa\u00e7\u00e3o do cliente<\/li>\n<li>Otimize a ocupa\u00e7\u00e3o do agente e limite a rotatividade<\/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\">Continue explorando<\/h2><\/div><\/div><div class=\"row align-items-stretch gutter-small col-count-2 scrollable-row\"><div class=\"col-md-6 horizontal-cards grid-item card-col item-image grid_type-blog\"><a class=\"card w-100 h-100 bgc-lgray component horizontal text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/pt-br\/blog\/post\/3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow\"><div class=\"row align-items-center\"><div class=\"col-12 col-md-5 col-lg-6\"><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><div class=\"col-12 col-md-7 col-lg-6\"><div class=\"card-body text-col ps-0\"><p class=\"assettag\">Blog<\/p><h3 class=\"item-title h6\">3 elementos-chave para oferecer experi\u00eancias unificadas com Genesys e ServiceNow<\/h3><\/div><div class=\"card-footer text-end ps-0\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-6 horizontal-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component horizontal text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/pt-br\/resources\/the-forrester-wave-contact-center-as-a-service\"><div class=\"row align-items-center\"><div class=\"col-12 col-md-5 col-lg-6\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" 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><div class=\"col-12 col-md-7 col-lg-6\"><div class=\"card-body text-col ps-0\"><p class=\"assettag\">Relat\u00f3rio<\/p><h3 class=\"item-title h6\">The Forrester Wave Contact Center As A Service<\/h3><\/div><div class=\"card-footer text-end ps-0\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/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;] Vis\u00e3o geral de Unified Experience da Genesys e da ServiceNow [\/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;] A interven\u00e7\u00e3o humana \u00e9 um dos principais fatores que impactam negativamente a experi\u00eancia do cliente Os consumidores percebem sua marca como uma \u00fanica entidade, e n\u00e3o como um conjunto de departamentos distintos. Eles esperam jornadas de atendimento [&hellip;]<\/p>\n","protected":false},"author":738,"featured_media":564088,"template":"","tax_priority":[],"tax_contenttheme":[14921],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16317],"tax_products_programs":[],"tax_buying_job":[16713],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-566017","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-pt-br","tax_capability_sitewide-integrations-pt-br","tax_buying_job-job-4-supplier-selection-pt-br","tax_content_type-product-overview-pt-br"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/566017","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/738"}],"version-history":[{"count":8,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/566017\/revisions"}],"predecessor-version":[{"id":618147,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/566017\/revisions\/618147"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media\/564088"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=566017"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_priority?post=566017"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme?post=566017"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_bundle?post=566017"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme2?post=566017"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_capability_sitewide?post=566017"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_products_programs?post=566017"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buying_job?post=566017"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buyer_persona?post=566017"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_sector?post=566017"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_segment?post=566017"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}