Genesys and ServiceNow Unite to Create Unified Customer Experience Platform
The recent announcement of the integration of Genesys Cloud and ServiceNow Customer Service Management platforms has sent shockwaves through the customer experience industry. This collaboration between two industry giants promises to revolutionize the way organizations approach customer service and engagement.
The Unified Experience from Genesys and ServiceNow will bring together the best of both platforms, offering a seamless solution that combines Genesys’s contact center, journey orchestration, and workforce engagement management capabilities with ServiceNow CSM. This integration will not only centralize routing and break down silos within the agent experience but also unify customer service teams through a single workspace.
The partnership between Genesys and ServiceNow is a significant step towards delivering personalized, end-to-end experiences for customers. By leveraging AI-powered solutions to connect data, systems, employees, and communication channels, organizations can create a 360-degree view of the customer experience. This collaboration will make it easier for businesses to orchestrate data across systems, improve employee collaboration and productivity, and deepen customer relationships.
One of the key highlights of this integration is the shared workspace within ServiceNow CSM, where agents can handle omnichannel customer queries, leverage assistive AI, and manage their schedules. Managers, on the other hand, can orchestrate customer and agent journeys with end-to-end interaction and work routing across channels, systems, and live/virtual agents. ServiceNow’s AI platform will play a crucial role in connecting front-, middle-, and back-office operations through workflow automation.
Industry experts like Rebecca Wettemann, CEO and Principal Analyst at Valoir, have praised this collaboration for its potential to streamline service operations, lower costs, and reduce customer effort. The ability to visualize, measure, and track the performance of customer journeys with real-time insights will empower organizations to enhance their customer service strategies.
The integration of Genesys and ServiceNow solutions will not only improve performance management and staffing strategies but also centralize critical service experience data in one location. This unified data fabric will support customer service teams and enable organizations to implement AI models seamlessly in the future.
This partnership is not the first of its kind for Genesys, as the company previously collaborated with Salesforce to integrate its CX Cloud with the Service Cloud environment. By co-innovating with prominent CRM providers, Genesys aims to differentiate itself in the market and stay ahead of emerging trends in customer experience technology.
Overall, the integration of Genesys and ServiceNow platforms marks a new era of customer service, defined by intelligent solutions that connect customer engagement with middle- and back-office operations. This collaboration has the potential to redefine the customer experience tech mix and position ServiceNow as a key player in the contact center space.
In conclusion, the Unified Experience from Genesys and ServiceNow represents a significant milestone in the customer experience industry, offering organizations a turnkey solution to enhance customer engagement and streamline service operations. This partnership underscores the importance of collaboration and innovation in delivering exceptional customer experiences in today’s digital age.
