The two companies will integrate Genesys Cloud with ServiceNow Customer Service Management (CSM) to deliver a turnkey, AI-powered solution for customer service and support in the contact center and beyond.
ServiceNow and Genesys have entered 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 organizations 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, centralize routing across departments and channels and optimize workforce engagement for more personalized customer experiences and simplified employee experiences.
“Many companies prioritize 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, ServiceNow.
“Bringing together the deep expertise of Genesys in experience orchestration with ServiceNow Customer Service Management offers organizations 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.”
Olivier Jouve, Chief Product Officer, Genesys, said: “Earning customer loyalty requires organizations to scale personalized, 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.”
“By partnering with ServiceNow, Genesys is advancing its Experience as a Service vision, making it easier for organizations to connect and orchestrate data across systems. Through a native integration between Genesys Cloud and ServiceNow Customer Service Management, organizations 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, centralize interaction and work routing across channels and departments, and optimize 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 center employees onboard quickly, continually grow and develop skills, and respond rapidly to customer inquiries.
- Centralize 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.
- Optimize workforce engagement and customer journeys: The ability to visualize, measure and monitor workforce and customer journey performance with an integrated solution and unified and open data platforms will help provide organizations 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 center 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.”
Jochen Hostalka, SVP IT Customer & Enterprise Services, Siemens Healthineers AG, said: “At Siemens Healthineers, we embrace technology, data and AI to support every patient’s health journey.
“ServiceNow and Genesys have been very important partners for us as we are digitalizing the delivery of services for our employees and patients. We expect that this collaboration will help us to further simplify and enhance the patient experience.”
Karel SoUKal, Director, IT Platforms & Enablement, Meijer, said: “At Meijer, we focus on our customers and thrive by meeting their needs and exceeding their expectations.
“As a customer of both ServiceNow and Genesys, we’re excited about the future of this partnership. We’re looking forward to closer alignment and integrations that will help us drive business success while boosting productivity for team members and earning customer loyalty along the way.”
