ServiceNow with Genesys to boost customer and employee experiences

At ServiceNow’s annual customer and partner event, Knowledge 2024, ServiceNow and Genesys have announced a strategic partnership to elevate customer and employee experiences. The two companies plan to integrate the Genesys Cloud platform with ServiceNow Customer Service Management (CSM) to deliver a turnkey, AI-powered solution for organisations worldwide called Unified Experience from Genesys and ServiceNow.

By combining industry-leading AI, automation, and digital capabilities from both companies, Unified Experience from Genesys and ServiceNow brings together the best of each platform to unify customer service teams through a single desktop, centralise routing across departments and channels, and optimise workforce engagement for more personalised customer experiences and simplified employee experiences.

“Many companies prioritise customer engagement yet overlook the crucial aspect of fulfilling a customer’s request efficiently. This has led to a reliance on disparate systems to solve customer issues, with human middleware needed to tie fragmented processes together,” said John Ball, senior vice president and general manager, customer and industry workflows at ServiceNow. “Bringing together the deep expertise of Genesys in experience orchestration with ServiceNow Customer Service Management offers organisations a turnkey, intelligent solution that connects customer engagement with middle- and back-office operations. Together with Genesys, ServiceNow is defining a new era of customer service.”

“Earning customer loyalty requires organisations to scale personalised, end-to-end experiences. This is possible with an AI-powered solution that connects data, systems, employees, and communication channels to create a 360-degree view of the customer experience,” said Olivier Jouve, chief product officer, Genesys. “By partnering with ServiceNow, Genesys is advancing its Experience as a Service vision, making it easier for organisations to connect and orchestrate data across systems. Through a native integration between Genesys Cloud and ServiceNow Customer Service Management, organisations can break down silos, improve employee collaboration and productivity, and deepen their customer relationships.”

The new solution, available later this year, will be designed to unite employees spanning the front and back office, centralise interaction and work routing across channels and departments, and optimise workforce management and customer journeys, all powered by AI:

● Unify customer service teams: Agents have access to a single workspace in ServiceNow CSM that integrates the necessary data and tools for engaging customers across digital and voice channels, leveraging AI-driven recommendations to swiftly capture and fulfill customer requests. An interactive view of their schedule, performance, and training opportunities helps contact centre employees onboard quickly, continually grow and develop skills, and respond rapidly to customer inquiries.

● Centralise interaction and work routing in one engine: Leveraging the industry-leading AI-powered experience orchestration capabilities of Genesys Cloud, the new solution will be designed to bring together end-to-end interaction and work routing across employees, bots, channels and systems, improving self- and human-assisted customer experiences. This will be underpinned by ServiceNow’s AI platform for digital business that connects the front-, middle-, and back-office through workflow automation, helping agents solve simple and complex customer issues more efficiently.

● Optimise workforce engagement and customer journeys: The ability to visualise, measure, and monitor workforce and customer journey performance with an integrated solution and unified and open data platforms will help provide organisations actionable, real-time insights to make informed, data-driven decisions. Supervisors gain more understanding to streamline staffing workflows and scheduling while enhancing employee productivity.

“The partnership between ServiceNow and Genesys will accelerate time to value, enhance efficiency, and elevate customer service and support in the contact centre and beyond while lowering the ongoing costs,” said Rebecca Wettemann, CEO and principal analyst, Valoir. “The collaboration is a significant step toward delivering on the entire end-to-end customer journey by connecting front-office interactions to back-office processes, allowing businesses to streamline service operations, lower costs, and reduce customer effort.”

Availability

Genesys and ServiceNow integrated capabilities are planned to be rolled out under controlled availability starting in Q4 of 2024 and are intended to be sold by both Genesys and ServiceNow.

Organisations can access the Genesys Cloud ServiceNow Connector today on the ServiceNow Store and Genesys AppFoundry Marketplace.