ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences

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

Today, at ServiceNow’s annual customer and partner event, Knowledge 2024, ServiceNow, the AI platform for business transformation, and Genesys®, a global leader in AI-powered experience orchestration, 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 organizations worldwide called Unified Experience from Genesys and ServiceNow.

“At Siemens Healthineers, we embrace technology, data and AI to support every patient’s health journey”

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.

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“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 at 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.”

“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,” said Olivier Jouve, chief product officer, Genesys. “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.”

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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.”

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AIAI PlatformAI-powered experience orchestrationAutomationbusiness transformationChief Product OfficerCustomeremployee experiencesGenesysNewsOlivier Jouvepartner eventPartnershipserviceNowunified experience