Unified Experience from Genesys + ServiceNow
Break down barriers between the front and back office by connecting Genesys with ServiceNow for seamless agent and customer experiences.
Experience fulfillment in action
Your customers see your brand as a single entity — not a collection of departments. Unfortunately, disconnected teams, processes, and data can cause frustrating experiences for customers — making them feel like they’re dealing with multiple brands.
Unified Experience from Genesys and ServiceNow connects front-line agents – both live and virtual – with back-office teams, processes, and data to create seamless customer engagements.
Key benefits
Increase productivity
AI-powered planning and real-time agent assistance tools boost contact center efficiency and reduce costly agent turnover.
Lower costs
Reduce technical debt by consolidating and streamlining CCaaS and back-office systems.
Improve customer experience
A holistic view of the customer journey helps ensure customers are known and valued at every interaction point.
Why work with TTEC Digital
lower case volume
faster case resolution time
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accelerated agent onboarding time
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Key features
- Centralized orchestration: Connect front-office interactions with back-office tasks in the Genesys Cloud AI orchestration engine.
- Unified agent desktop: Empower agents with access to native interaction controls, customer information, AI assistance, scheduling, performance, and training within a single screen.
- Workforce performance and planning: Improve agent performance using interaction data to spot patterns and streamline staffing with unified forecasting and work scheduling.
- Common data layer: Aggregate real-time operations data from ServiceNow and engagement data from Genesys Cloud within a common data source.
- Work automation sync: Configure ServiceNow cases to sync with Genesys Cloud work items – ensuring all departments have visibility into customer-related tasks.
- FedRAMP authorized: For government agencies requiring FedRAMP compliance, Unified Experience from Genesys and ServiceNow integration services are deployed in the FedRAMP-certified AWS US East 2 region.
- Flexible voice services: Integrate voice into ServiceNow CSM with Genesys Cloud Voice services — or bring your own cloud carrier.
See it in action
Ready to see Unified Experience from Genesys + ServiceNow in action? Contact your TTEC Digital representative or fill out the form above to get started with a demo.