By - Rahul Mishra
According to a report by Emplifi, 88% of customers will cease to do business after no more than two instances of poor experience with a brand.
Here’s how ServiceNow integration with Genesys Agent Workspace (Genesys Cloud, Engage, and PureCloud) can simplify a lot of mundane tasks and streamline productivity:
A CTI connector seamlessly links your telephony system with the customer management platform, streamlining customer interactions. It eliminates window toggling, displays customer info on the ServiceNow screen with telephony controls, and automates tasks like call logging, enhancing AHT and FCR.
The Smart CTI Connector by NovelVox streamlines call handling for agents, offering a unified interface with essential dialer functions and advanced features like automated logging and click-to-dial. This empowers agents to efficiently manage high call volumes, ensuring a confident and enhanced customer experience.
To cultivate a service culture, fostering collaboration among call center agents is crucial. Advanced CTI connectors, with features like Barge-In, Whisper-In, and Silent Listener, facilitate real-time monitoring for supervisors to support agents during and after calls.
ServiceNow Genesys CTI Integration optimizes customer service by providing agents easy access to pertinent information, reducing call durations, and enhancing satisfaction. It ensures efficient issue resolution and motivates agents for quality service.
Effective customer service relies on tracking KPIs and metrics through detailed call reports. A CTI connector enhances this by providing call history, purchase data, and opportunities, empowering agents to resolve issues efficiently and improving overall business processes and decision-making.