{"id":575574,"date":"2025-06-04T06:32:57","date_gmt":"2025-06-04T13:32:57","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/unificando-front-office-e-back-office-para-transformar-a-entrega-de-servicos"},"modified":"2025-06-04T06:39:43","modified_gmt":"2025-06-04T13:39:43","slug":"unifying-the-front-and-back-office-to-transform-service-delivery","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/pt-br\/webinars\/unifying-the-front-and-back-office-to-transform-service-delivery","title":{"rendered":"Unificando front office e back office para transformar a entrega de servi\u00e7os"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;]<\/p>\n<p class=\"pre_h1\">Webinar on-demand<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1748360069866{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1 class=\"h2\">Unificando front office e back office para transformar a entrega de servi\u00e7os<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Obtenha insights da ServiceNow, McGee-Smith Analytics, Stefanini e Genesys sobre entrega de servi\u00e7os, o poder da unifica\u00e7\u00e3o entre front office e back office, e o papel da automa\u00e7\u00e3o impulsionada por IA.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701Ht000001CT4lIAG\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/575574?thankyou=575574&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/575574\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"pt-br\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/575574\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"575574\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email Corporativo\" placeholder=\"Email Corporativo\">\n        <label for=\"fe192\">Email Corporativo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nome\">\n        <label for=\"fe190\">Nome<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Sobrenome\">\n        <label for=\"fe191\">Sobrenome<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">Vice Presidente<\/option><option value=\"Director\">Diretor<\/option><option value=\"Manager\">Gerente<\/option><option value=\"Principal\">Presidente<\/option><option value=\"Engineer \/ Architect\">Engenheiro\/Arquiteto<\/option><option value=\"Consultant\">Consultor<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Parceiro<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe219\">N\u00edvel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Seguros<\/option><option value=\"Collections\">Cobran\u00e7as<\/option><option value=\"Contact Center Management\">Gerenciamento de Contact Center<\/option><option value=\"Customer Experience\">Experi\u00eancia do cliente<\/option><option value=\"Customer Service\">Atendimento ao cliente<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Canais digitais<\/option><option value=\"Finance\">Finan\u00e7as<\/option><option value=\"Human Resources\">Recursos Humanos<\/option><option value=\"Influencer\">Influenciador<\/option><option value=\"Information Technology\">Tecnologia da Informa\u00e7\u00e3o<\/option><option value=\"IT Architecture\">Arquitetura de TI<\/option><option value=\"IT Infrastructure\">Infraestrutura de TI<\/option><option value=\"IVR\">URA<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Opera\u00e7\u00f5es\/Gerenciamento de Processos<\/option><option value=\"Production Management\">Gerenciamento de Produ\u00e7\u00e3o<\/option><option value=\"Purchasing\">Compras<\/option><option value=\"Sales\">Vendas<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe218\">Fun\u00e7\u00e3o<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Empresa\">\n        <label for=\"fe193\">Empresa<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefone\">\n        <label for=\"fe215\">Telefone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pa\u00eds<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">Estado<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Cidade\">\n        <label for=\"fe226\">Cidade<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Cargo\">\n        <label for=\"fe220\">Cargo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Servi\u00e7os banc\u00e1rios<\/option><option value=\"Business Services\">Presta\u00e7\u00e3o de servi\u00e7os a empresas<\/option><option value=\"Capital Markets\">Mercado de Capitais<\/option><option value=\"Communications\">Ag\u00eancia de Comunica\u00e7\u00e3o<\/option><option value=\"Consumer Products\">Bens de Consumo<\/option><option value=\"Defense & Intelligence\">Defesa & Intelig\u00eancia<\/option><option value=\"Education & Non-Profit\">Educa\u00e7\u00e3o<\/option><option value=\"Energy & Utilities\">Energia & Utilities<\/option><option value=\"Entertainment\">Entretenimento<\/option><option value=\"Government\">Governo<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Bioci\u00eancia<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Provedores<\/option><option value=\"Retailers\">Varejo<\/option><option value=\"Technology\">Tecnologia<\/option><option value=\"Travel & Hospitality\">Viagem & Hospedagem<\/option><option value=\"Retail Banking\">Banco de Varejo<\/option><option value=\"Other\">Outro<\/option>\n        <\/select>\n        <label for=\"fe221\">Ind\u00fastria<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Apenas pesquisando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de neg\u00f3cios<\/option><option value=\"Comparing solutions\">Comparando solu\u00e7\u00f5es<\/option><option value=\"Ready for a conversation\">Pronto para uma conversa<\/option>\n        <\/select>\n        <label for=\"fe222\">N\u00edvel de Interesse<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">Entre 1 e 20<\/option><option value=\"21-50\">De 21 a 50<\/option><option value=\"51-100\">De 51 a 100<\/option><option value=\"101-300\">De 101 a 300<\/option><option value=\"301-500\">De 301 a 500<\/option><option value=\"501-1000\">De 501 a 1.000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Sem contact center<\/option><option value=\"Don't Know\">N\u00e3o sei<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de posi\u00e7\u00f5es de agentes<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Sim. Gostaria de receber informa\u00e7\u00e3o sobre a Genesys via e-mail ou telefone.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Gostaria de ser contatado por um especialista do CX.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Assista agora\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Assista agora\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]Os clientes esperam experi\u00eancias r\u00e1pidas, consistentes e sem esfor\u00e7o em cada intera\u00e7\u00e3o. Mas sistemas desconectados entre front office e back office criam lacunas que podem gerar frustra\u00e7\u00e3o, perda de clientes e inefici\u00eancias onerosas. O relat\u00f3rio \u201cO Cen\u00e1rio da Experi\u00eancia do Cliente\u201d revelou que 30% dos consumidores entrevistados deixaram de fazer neg\u00f3cios com uma empresa no \u00faltimo ano devido a uma m\u00e1 experi\u00eancia.<\/p>\n<p>Participe deste encontro com a especialista do setor Sheila McGee-Smith e l\u00edderes da Genesys e da ServiceNow para uma imers\u00e3o sobre como a unifica\u00e7\u00e3o entre front e back office pode transformar sua opera\u00e7\u00e3o de servi\u00e7os \u2014 aumentando a fidelidade do cliente, a efici\u00eancia dos agentes e acelerando o tempo de resolu\u00e7\u00e3o.<\/p>\n<p>Durante a sess\u00e3o, voc\u00ea tamb\u00e9m ouvir\u00e1 a Stefanini, l\u00edder global em servi\u00e7os de TI, compartilhar como est\u00e1 redesenhando a entrega de servi\u00e7os e a experi\u00eancia dos agentes com o poder da integra\u00e7\u00e3o entre Genesys e ServiceNow.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">Assista a sess\u00e3o e veja insights sobre:<\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li data-start=\"55\" data-end=\"147\">\n<p data-start=\"57\" data-end=\"147\">As tend\u00eancias que est\u00e3o redefinindo a entrega de servi\u00e7os e o papel da IA e da automa\u00e7\u00e3o<\/p>\n<\/li>\n<li data-start=\"148\" data-end=\"260\">\n<p data-start=\"150\" data-end=\"260\">Como uma experi\u00eancia de servi\u00e7o unificada pode impulsionar a fidelidade do cliente e a agilidade operacional<\/p>\n<\/li>\n<li data-start=\"261\" data-end=\"393\" data-is-last-node=\"\">\n<p data-start=\"263\" data-end=\"393\" data-is-last-node=\"\">Como a Stefanini est\u00e1 promovendo excel\u00eancia no atendimento e aumentando a produtividade dos colaboradores com Genesys e ServiceNow<\/p>\n<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">Conhe\u00e7a os Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221; el_class=&#8221;justify-content-center&#8221;][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Sheila-McGee-Smith.png\" alt=\"Sheila McGee-Smith\" ><\/div><div class=\"details\"><p class=\"name h5\">Sheila McGee-Smith<\/p><p class=\"info\">President and Principal Analyst, McGee-Smith Analytics<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Brian-Spencer.png\" alt=\"Brian Spencer\" ><\/div><div class=\"details\"><p class=\"name h5\">Brian Spencer<\/p><p class=\"info\">Sr. Director, Product Management, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Ian-Henderson.png\" alt=\"Ian Henderson\" ><\/div><div class=\"details\"><p class=\"name h5\">Ian Henderson<\/p><p class=\"info\">Sr. Director, Product Management, ServiceNow<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Andy-Lindsay.png\" alt=\"Andrew Lindsay\" ><\/div><div class=\"details\"><p class=\"name h5\">Andrew Lindsay<\/p><p class=\"info\">UC Engineering Manager, Stefanini<\/p><\/div><\/div><div class=\"bio\"><\/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%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;] Webinar on-demand [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1748360069866{margin-bottom: 20px !important;}&#8221;] Unificando front office e back office para transformar a entrega de servi\u00e7os [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Obtenha insights da ServiceNow, McGee-Smith Analytics, Stefanini e Genesys sobre entrega de servi\u00e7os, o poder da unifica\u00e7\u00e3o entre front office e back office, e o papel da automa\u00e7\u00e3o [&hellip;]<\/p>\n","protected":false},"author":596,"featured_media":0,"template":"","tax_priority":[54],"tax_contenttheme":[14921,14856],"tax_bundle":[],"tax_contenttheme2":[16179,16142],"tax_capability_sitewide":[16208,16317,16395],"tax_products_programs":[17539],"tax_buying_job":[16713,16662],"tax_buyer_persona":[16877,16910],"tax_sector":[17043,16945,16985,17019,16958,17057],"tax_segment":[17097,17107],"class_list":["post-575574","webinars","type-webinars","status-publish","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-level-up-your-technology-pt-br","tax_contenttheme-melhore-a-experiencia-do-cliente","tax_contenttheme2-level-up-your-technology-pt-br","tax_contenttheme2-improve-customer-experience-pt-br","tax_capability_sitewide-ai-and-automation-pt-br","tax_capability_sitewide-integrations-pt-br","tax_capability_sitewide-unified-communications-pt-br","tax_products_programs-genesys-cloud-cx-pt-br","tax_buying_job-job-4-supplier-selection-pt-br","tax_buying_job-job-2-solution-exploration-pt-br","tax_buyer_persona-business-pt-br","tax_buyer_persona-technical-pt-br","tax_sector-retail-pt-br","tax_sector-financial-pt-br","tax_sector-industrial-pt-br","tax_sector-public-pt-br","tax_sector-healthcare-pt-br","tax_sector-technology-pt-br","tax_segment-enterprise-pt-br","tax_segment-midsized-pt-br","tax_content_type-video-pt-br"],"acf":{"utm_pass":false,"asset_expiration":"","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/qhCB066t_4k?cc_lang_pref=pt&cc_load_policy=1&hl=pt&rel=0\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","is_zoom":false,"resource_next_steps":[{"ID":561358,"post_author":"945","post_date":"2025-03-13 05:10:28","post_date_gmt":"2025-03-13 12:10:28","post_content":"[vc_row][vc_column][vc_column_text css=\"\"]As press\u00f5es para atender \u00e0s expectativas dos clientes s\u00e3o intensas. Eles esperam jornadas de atendimento cont\u00ednuas, independentemente de quantas pessoas, canais ou departamentos estejam envolvidos. E rapidamente migram para a concorr\u00eancia quando suas expectativas n\u00e3o s\u00e3o atendidas. De fato, o relat\u00f3rio \u201cThe State of Customer Experience\u201d mostra que mais da metade dos clientes entrevistados trocam de empresa ap\u00f3s apenas duas a cinco intera\u00e7\u00f5es negativas.\r\n\r\nNos contact centers, a rotatividade da equipe \u00e9 alta, resultando na perda de conhecimento e nos investimentos que as empresas fazem em contrata\u00e7\u00e3o e treinamento. E, enquanto as solu\u00e7\u00f5es pontuais do passado eram r\u00e1pidas e f\u00e1ceis de adquirir, agora elas se mostram dif\u00edceis de integrar em um ecossistema tecnol\u00f3gico conectado e abrangente.\r\n\r\nAs equipes de atendimento ao cliente precisam conectar processos manuais e tecnologias isoladas por conta pr\u00f3pria, o que gera experi\u00eancias frustrantes e demoradas tanto para os clientes quanto para os funcion\u00e1rios. Essa abordagem ineficiente, baseada em trabalho manual, contribui para uma experi\u00eancia ruim do cliente (CX) e pode gerar altos custos para a empresa.\r\n\r\nNo ano passado, a Genesys anunciou uma nova parceria estrat\u00e9gica com a ServiceNow para explorar como nossas empresas e plataformas poderiam se unir para solucionar esses desafios. Como destacou Olivier Jouve, Chief Product Officer da Genesys: \u201cAproximar nossas plataformas oferecer\u00e1 aos clientes mais op\u00e7\u00f5es e flexibilidade \u00e0 medida que trabalham para aprimorar a experi\u00eancia de clientes e colaboradores.\u201d\r\n\r\nHoje, tenho o prazer de anunciar que o <strong>Unified Experience<\/strong> da <strong>Genesys e ServiceNow<\/strong> j\u00e1 est\u00e1 dispon\u00edvel na <strong>ServiceNow Store<\/strong> e no <strong>AppFoundry\u00ae Marketplace<\/strong>.\r\n\r\nNeste artigo, vamos nos aprofundar em nossas pesquisas e descobertas durante o design e os testes beta dessa nova solu\u00e7\u00e3o. Al\u00e9m disso, exploraremos os <strong>tr\u00eas principais elementos<\/strong> que ajudar\u00e3o voc\u00ea a oferecer a experi\u00eancia unificada que seus clientes e colaboradores esperam.[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3>1. Centralize o roteamento de intera\u00e7\u00f5es e tarefas<\/h3>\r\nO uso de m\u00faltiplos sistemas para gerenciar diferentes canais e automatizar tarefas nas equipes de middle e back-office pode impactar negativamente a entrega de um atendimento de excel\u00eancia, al\u00e9m de aumentar os custos operacionais.\r\n\r\nOs clientes frequentemente precisam repetir informa\u00e7\u00f5es ao mudar de canal de comunica\u00e7\u00e3o. Os agentes de atendimento recebem tarefas que nem sempre correspondem \u00e0s suas habilidades e precisam alternar entre v\u00e1rias aplica\u00e7\u00f5es para encontrar informa\u00e7\u00f5es. Isso aumenta a frustra\u00e7\u00e3o da equipe e compromete a efici\u00eancia. Enquanto isso, as empresas ficam presas a sistemas redundantes que exigem manuten\u00e7\u00e3o constante, elevando os custos de TI ano ap\u00f3s ano.\r\n\r\nO <strong>Unified Experience<\/strong> da <strong>Genesys e ServiceNow<\/strong> unifica o roteamento de intera\u00e7\u00f5es no front-office com as tarefas do back-office em um \u00fanico mecanismo de orquestra\u00e7\u00e3o impulsionado por <strong>intelig\u00eancia artificial (IA)<\/strong>. O roteamento \u00e9 centralizado na plataforma <strong>Genesys Cloud\u2122<\/strong>, que otimiza a entrega de trabalho para as pessoas certas no momento certo. A solu\u00e7\u00e3o integra experi\u00eancias em tempo real, como chamadas de voz e mensagens de chat, com tarefas offline, como gest\u00e3o de casos. Isso permite que os agentes de atendimento atuem em diferentes canais e tipos de tarefas sem sobrecarga, otimizando a produtividade sem conflitos de roteamento.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3>2. Unifique equipes em uma \u00fanica plataforma<\/h3>\r\nOs setores de <strong>CX<\/strong> e <strong>gest\u00e3o de relacionamento com o cliente (CRM)<\/strong> discutem h\u00e1 anos o conceito de uma interface unificada, mas muitas empresas ainda exigem que agentes, supervisores e especialistas operem em sistemas desconectados para atender clientes e resolver problemas. Isso introduz inefici\u00eancias no processo de CX e aumenta os custos operacionais.\r\n\r\nOs agentes continuam sendo essenciais para o atendimento emp\u00e1tico, mas n\u00e3o podem realizar seu trabalho com efic\u00e1cia enquanto tentam conciliar dados, canais e fluxos de trabalho fragmentados. Isso impacta negativamente todos os KPIs do contact center \u2014 desde o tempo m\u00e9dio de atendimento (AHT) at\u00e9 a satisfa\u00e7\u00e3o do cliente (CSAT) e a reten\u00e7\u00e3o dos agentes.\r\n\r\nVamos comparar um contact center com sistemas desconectados e outro utilizando o <strong>Unified Experience<\/strong> da <strong>Genesys e ServiceNow<\/strong>.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=\"560140\" css=\"\"][\/vc_column_inner][\/vc_row_inner][vc_single_image image=\"560141\" css=\"\"][vc_single_image image=\"560142\" css=\"\"][vc_row_inner][vc_column_inner][vc_column_text css=\".vc_custom_1741373204623{margin-top: 1.5em !important;border-bottom-width: 1.5px !important;}\"]\r\n\r\nO <strong>Unified Experience<\/strong> da <strong>Genesys e ServiceNow<\/strong> melhora a efici\u00eancia operacional ao fornecer acesso integrado a <strong>controles de intera\u00e7\u00e3o, dados do cliente e da opera\u00e7\u00e3o, automa\u00e7\u00e3o de fluxos de trabalho e assist\u00eancia de IA<\/strong> \u2014 tudo em uma \u00fanica tela. Diferente das integra\u00e7\u00f5es legadas baseadas em <strong>CTI<\/strong>, essa abordagem elimina pop-ups invasivos que interferem na entrega do servi\u00e7o.\r\n\r\nAl\u00e9m disso, a solu\u00e7\u00e3o <strong>agrega automaticamente dados operacionais em tempo real da ServiceNow e dados de engajamento do Genesys Cloud<\/strong> em uma \u00fanica fonte. Isso impulsiona a IA e fornece <strong>insights em tempo real<\/strong>, permitindo que os agentes tomem decis\u00f5es mais r\u00e1pidas e assertivas.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=\"559820\" css=\"\"][vc_column_text css=\".vc_custom_1741712017124{margin-top: 1.0em !important;}\"]\r\n<h3>3. Otimize o engajamento da equipe<\/h3>\r\nSegundo pesquisa do <strong>SQM Group<\/strong>, a taxa m\u00e9dia de <strong>rotatividade anual de agentes de call center<\/strong> aumentou para <strong>38% em 2022<\/strong>. Como aponta <strong>Mike Desmarais, CEO da SQM Group<\/strong>, essa alta rotatividade impacta diretamente os custos operacionais, a satisfa\u00e7\u00e3o do cliente e a taxa de resolu\u00e7\u00e3o no primeiro contato (FCR).\r\n\r\nNovos agentes enfrentam dificuldades para resolver intera\u00e7\u00f5es de primeira. At\u00e9 mesmo os mais experientes precisam das ferramentas certas e de treinamentos cont\u00ednuos para alcan\u00e7ar alta performance. \u00c9 imposs\u00edvel oferecer uma experi\u00eancia unificada aos clientes com uma equipe inconsistente e sem recursos adequados.\r\n\r\nCom o <strong>Unified Experience<\/strong> da <strong>Genesys e ServiceNow<\/strong>, os agentes contam com um <strong>painel personalizado<\/strong> que mostra <strong>desempenho, hor\u00e1rios, ader\u00eancia, treinamentos e coaching<\/strong>, facilitando sua adapta\u00e7\u00e3o e desenvolvimento. Al\u00e9m disso, <strong>automa\u00e7\u00e3o de fluxos de trabalho e assist\u00eancia de IA<\/strong> ajudam a equilibrar a carga de trabalho, melhorando a experi\u00eancia de colaboradores e clientes.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=\"559821\" css=\".vc_custom_1741711898857{border-bottom-width: 1.0em !important;}\"][vc_column_text css=\".vc_custom_1741712028007{margin-top: 1.0em !important;}\"]\r\n<h3>Entregue a Experi\u00eancia Unificada que Seus Clientes e Equipes Esperam<\/h3>\r\nAo unir a expertise da <strong>Genesys em Contact Center como Servi\u00e7o (CCaaS)<\/strong> e a <strong>ServiceNow Customer Service Management (CSM)<\/strong>, sua empresa pode facilitar cada intera\u00e7\u00e3o para clientes, agentes e equipes de suporte.\r\n\r\nO <strong>Unified Experience<\/strong> da <strong>Genesys e ServiceNow<\/strong> simplifica a colabora\u00e7\u00e3o entre departamentos, conecta agentes com equipes de back-office e otimiza processos de atendimento. Ele <strong>centraliza o roteamento de intera\u00e7\u00f5es<\/strong>, unifica equipes em uma \u00fanica plataforma e impulsiona o engajamento da for\u00e7a de trabalho \u2014 tudo com o suporte da <strong>IA<\/strong>.\r\n\r\nAssista \u00e0 demonstra\u00e7\u00e3o e descubra como o <strong>Unified Experience<\/strong> pode <strong>aumentar a produtividade, fortalecer a lealdade do cliente e reduzir o custo total de propriedade (TCO)<\/strong>.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]","post_title":"3 elementos-chave para oferecer experi\u00eancias unificadas com Genesys e ServiceNow","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","to_ping":"","pinged":"","post_modified":"2025-03-24 14:45:54","post_modified_gmt":"2025-03-24 21:45:54","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=561358","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":566017,"post_author":"738","post_date":"2025-04-07 00:14:56","post_date_gmt":"2025-04-07 07:14:56","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%5D\"][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h1>Vis\u00e3o geral de Unified Experience da Genesys e da ServiceNow<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F15f8c6c29d0f09be%2Foriginal%2FUnified-Experience-from-Genesys-and-ServiceNow_PT-BR.pdf|title:Obtenha%20a%20vis%C3%A3o%20geral|target:_blank\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"top\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">A interven\u00e7\u00e3o humana \u00e9 um dos principais fatores que impactam negativamente a experi\u00eancia do cliente<\/h2>\r\nOs 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.\r\n<h2 class=\"h3\">Entregue a experi\u00eancia unificada que seus clientes esperam<\/h2>\r\nUnified 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). 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