A CCWA study reveals that reducing AHT is the top priority for almost 72% of contact center leaders. Additionally, 75% of call centers offer support across multiple channels, such as voice, email, live, chat, and social media. The study reports show the importance of reducing AHT for contact centers.
Reducing AHT significantly improves agent productivity, reduces operational costs, and helps allocate better resources. This can be achieved much faster and seamlessly with the Novelvox-powered CTI connector through Genesys Integration with ServiceNow.
By combining a powerful telephony system with your CRM/ITSM/EHR, agents can manage all actions and calls on a single screen, offering even more benefits to the industry.
How the Genesys Cloud Integration with ServiceNow Streamlines Your Workflow
Genesys CTI cloud integration with ServiceNow brings together Genesys’ Telephony Platform and ServiceNow’s automation workflow management. Simply put, Genesys is connected to ServiceNow through a computer telephony integration (CTI) connector, which serves as a bridge between the two platforms.
The CTI Connector immediately identifies customers based on their phone number as it comes through Genesys. It updates previous records, call duration, and notes in real-time as the call progresses. With this data, agents can offer more personalized and faster resolutions to customers. This integration reduces AHT and offers numerous benefits to agents and supervisors, helping them deliver an enhanced customer experience.
Reduce AHT with Genesys Cloud Integration with ServiceNow
There are many factors that lead to increased average handle times. These factors may include a lack of agent knowledge, inefficient automation, and not using features to their full potential. The Genesys integration with ServiceNow, utilizing the CTI connector, offers numerous features that can reduce AHT (Average Handle Time) and improve first-call resolution.
| 💡CX Scoop | Reduce AHT and Elevate CX with Contextual Call Transfers |
-
Workflow Automation
When Genesys is integrated with ServiceNow through a CTI connector, it streamlines workflow automation. This includes automating the logging of calls, routing them to the most qualified agents, updating cases, scheduling reminders, and creating follow-up tasks.
All these functions consume a significant amount of time. By automating these tasks, agents can focus on resolving customer issues, thereby reducing AHT.
Genesys integrated with ServiceNow streamlines workflow automation in these ways.
- Its comprehensive knowledge base helps agents quickly find relevant information about the customer while interacting with them.
- It results in shorter wait times and fast average handling times. This customer telephony integration into the CRM eliminates the need for agents to switch between the two platforms.
- Agents can make and receive calls within the CRM, saving them significant time and effort.
- You can update customer records, automatically log calls in the CRM, and add call notes during interactions, ensuring that no important information gets lost or forgotten.
- As a user, this feature helps you provide more personalized customer experiences in less time, ultimately reducing AHT.
| 💡Get the Free Use case | Agent Workflow Automation for Enhanced Support Operations |
2. Screen Pop
With screen pop, users can provide more personalized and contextually relevant information to customers during conversations. It displays customer details on the agents’ unified screen, including chat or call history, payment history, ticket number, and account balance.
This feature reduces the time agents spend manually searching for these details, allowing them to serve customers quickly and more efficiently. Agents no longer need to switch between multiple screens to find different information about a customer. Getting required information in a single place not only reduces customer wait times but also improves call resolutions, allowing agents to address their queries more promptly.
| 💡Get the Free Usecase | CTI Screen Pop for Improved Agent-Caller Interaction |
3. Collaborative Workflow
Genesys cloud integration with ServiceNow through CTI provides many features to managers and supervisors that can help them monitor agents’ performance and reduce AHT. It empowers managers with tools like agent-ready, silent monitoring, coaching, whisper-in, and barge-in. Supervisors have access to an integrated view of team and queue statistics.
By using these tools, supervisors and managers can monitor FCR rates, handle times, wait times, call transfer times, call abandonment rates, and call volumes. Agents can take calls in the conference. Supervisors can silently monitor an agent’s response. Based on the insights, supervisors can know the areas that need improvement and what is already working well.
4. Post-Call Processes Automation
A study done by Deloitte says that automating post-call work can reduce AHT by 20 to 30 seconds per call. Businesses can harness the power of automation to bring improvements in post-call activities and reduce the time and effort wasted on manual post-call activities.
Here’s how post-call automation can reduce AHT after a call ends.
- It automatically adds call notes to the specific contact’s contact history you were interacting with. When agents move to the next call, there is no fear that valuable data will get lost.
- It sets deadlines, creates a to-do list, and organizes action items in line with the call outcomes.
- It automates follow-ups and allows for sending emails to your customers after the call ends or creating tasks for agents to do later.
- With the automation of all the above-mentioned tasks and allowing technology to take care of the routine tasks, agents can quickly free themselves to pick the next call quickly.
5. Additional Integrations (KB, NVD)
CTI Genesys Cloud integration with ServiceNow comes equipped with several other integrations, such as the knowledge base and NVDesk. The knowledge base offers relevant articles, FAQs, case studies, videos, and directions for using a particular product.
Agents often need to handle multiple queries at a time, and having such a product in place allows them to refer to information from one source while on a call. Likewise, NVDesk offers a click-to-call feature that allows agents to call directly from cases and manage interactions. It displays case-related information to the agent, helping them provide personalized assistance seamlessly.
Wrap Up
Minimizing AHT is a key goal for contact centers aiming for faster resolutions while striving to balance quality customer service and operational efficiency. As a business, you can get your agents trained on specific tools enabling them to handle more calls and provide quicker resolutions. It is achievable with the Novelvox CTI integration through Genesys and ServiceNow.
The Genesys integration with ServiceNow, utilizing the NovelVox CTI connector, helps contact centers leverage workflow automation, collaborative workflow, screen pop-up, post-call processes automation, and additional integrations like a knowledge base and NVdesk to improve first-call resolution rates and reduce AHT.
If you are considering these steps to lower AHT and achieve a high level of customer satisfaction, connect with Novelvox experts today!
