How to Bridge Genesys and ServiceNow Integration Gaps?

The contact center eco-system revolves around tools, integrations, technologies, better customer experience, and business growth. Excluding any of these from the workflow will disrupt the whole process, therefore it is crucial to consider each of these aspects individually and deeply. In this write-up, we will discuss the integration of two main drivers of a contact center – A telephony system and a business tool.

Of course, endless names fall under this category, but we will specifically focus on the integration and benefits of two prominent players. The first is Genesys, one of the world’s leading cloud customer experience and contact center solution experts. And, the other one is ServiceNow, a renowned advanced Customer Service Management (CSM) and ticketing tool used by 85% of Fortune 500 companies.

Genesys Integration with ServiceNow brings a unified experience for customer service teams as they can work on a single desktop with centralized routing throughout departments. This unification optimizes workflow engagement and offers a highly personalized customer experience.

How to Integrate ServiceNow with Genesys in Your Existing System

Irrespective of process, size, and industry, businesses use Genesys as a reliable telephony system and ServiceNow for a world-class ticketing experience. Using these tools is definitely beneficial for the organization, but integrating Genesys with ServiceNow is always a win-win situation for an organization. There are two ways of integrating these tools into the existing system.

1. Integrating ServiceNow in Genesys Agent Desktop

Integrating ServiceNow will be an add-in to Genesys Agent Desktop. It will add new capabilities for agents to manage customer interactions. In some cases this integration is unsupported in the existing agent desktop, those users can look for a third-party agent desktop that provides a unified agent experience and seamlessly connects with Genesys and other business applications like ServiceNow.

2. Integrating ServiceNow CTI Connector for Genesys

Another way to reap the benefits of ServiceNow and Genesys together is to use the ServiceNow CTI connector for Genesys. In this case, a CTI gadget is embedded in the ServiceNow screen allowing agents to manage Genesys interactions from the ServiceNow screen.

These are the best ways to follow for ServiceNow and Genesys integration which comes with notable benefits.

Benefits of Genesys Integration with ServiceNow in Contact Center

Genesys cloud and ServiceNow integration have exceptional benefits that unite employees, improve productivity, and enhance customer interactions. According to a press release published by Genesys On May 5, 2024, “Genesys and ServiceNow are partnering this year. This partnership will elevate both customer and employee experiences.” The combination of both tech giants will bring the below-noted benefits for businesses.

Inact Workspace for Customer Service Teams

Customers come up with multiple requests and queries, and agents solve them all. Toggling multiple screens to resolve those queries is highly time-consuming for the customer support team. The combination of these tools will provide agents with a single workspace in ServiceNow CSM.

The integrated screen will have all the crucial data and tools that are required for improving customer engagement across digital channels, and voice platforms, along with AI-powered recommendations for capturing and answering customer queries. All this functionality in a single screen will provide a clear view of agents’ performance, their schedules, and improvement opportunities. It will assist customer support experts to grow, improve their skills, and resolve customer queries instantly.

Consolidated Interaction and Work Routing in One Engine

The AI-driven orchestration capabilities of Genesys Cloud will combine end-to-end interactions and work routing across digital channels, bots, employees, and multiple systems. It will improve the self-service and human-assisted experiences of customers. These capabilities of Genesys will be supported by the AI platform of ServiceNow for digital business. It connects all the aspects of the business from the front office to the middle and back office via workflow automation, assisting agents in resolving all types of customer queries efficiently.

Improved Workflow Engagement and Customer Interactions

Genesys and ServiceNow integration will provide businesses with the ability to visualize, evaluate, and monitor workforce performance and customer journey with unified platform, integrated solutions. It provides actionable data and real-time insights will that help organizations in making informed data-driven decisions. Along with this, supervisors get a clear vision of streamlining workflows and scheduling tasks to improve agents’ productivity.

This ServiceNow and Genesys integration will help businesses break data silos, enhance employees’ productivity, improve team collaboration, and polish customer relationships. For both tools to work together, we need an advanced ServiceNow CTI connector that promotes seamless integration.

NovelVox: Bridging Integration Gaps with Advanced Contact Center Solutions

Every organization wants to keep customer engagement at the top but generally fails to fulfill customer requests efficiently due to outdated tools, inefficient integrations, and more. Therefore, having a Smart CTI connector in place to integrate ServiceNow with the call center is highly significant. Relying on leading contact center solution providers like NovelVox can boost business growth with in excellent tools.

Along with features like unified customer interactions, call controls, and omni-channel engagement, the NovelVox CTI connector also comes with some added functionalities. Such as – a comprehensive knowledge base, in-built case management, over 75+ business applications integration, industry-specific ticketing systems and customizations, and more.