At the Knowledge 2024 event, ServiceNow and Genesys introduced the Unified Experience solution, combining Genesys Cloud’s AI capabilities with ServiceNow’s Customer Service Management (CSM) workflows. This partnership is set to transform customer interactions and enhance employee support.

Key Takeaways:

The Unified Experience solution aims to elevate customer service by integrating Genesys Cloud’s AI technology with ServiceNow’s workflow management. Agents will have a centralized workspace to efficiently manage interactions, streamline routing, and optimize management, enhancing business productivity and customer satisfaction.

Key Features:

  • Unified Workspace: The solution integrates Genesys Cloud’s contact center features with ServiceNow CSM, giving agents a single workspace. AI recommendations ensure quicker, more personalized responses.
  • Centralized Routing: A sophisticated routing engine organizes customer requests, promptly connecting them with the appropriate agents or automated bots.
  • Workforce Management: Real-time analytics offer insights into agent performance, helping managers balance workloads, identify skill gaps, and schedule training.
  • AI Efficiency: Automated workflows expedite routine resolutions, freeing employees to focus on complex tasks.

Strategic Impact and Benefits:

Businesses that use both Genesys and ServiceNow can expect substantial benefits:

  1. Improved Customer Satisfaction: The unified workspace allows agents to provide faster, more personalized solutions using AI insights, leading to improved customer satisfaction.
  2. Increased Productivity: Centralized routing directs requests to suitable agents or bots, reducing queue times and freeing staff to handle complex tasks.
  3. Optimized Workforce Management: Real-time analytics provide managers with valuable insights to refine schedules, plan training, and maintain peak productivity.
  4. Cost Savings: Automation of routine tasks minimizes manual intervention, leading to reduced operational costs and more informed, data-driven decisions.
  5. Scalable Support and Seamless Integration: The solution is flexible enough to accommodate businesses of all sizes and integrates with existing systems to offer a comprehensive view of customer data.
  6. Enhanced Collaboration: The Unified Experience fosters teamwork, enabling employees to access the information they need to deliver consistent support.
  7. Compliance and Security: Automated workflows and secure data handling help companies meet regulatory standards while building customer trust.

Expert Opinions and Future Development:

Olivier Jouve, Chief Product Officer at Genesys, stated:

“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.

John Ball, SVP & GM of Customer and Industry Workflows at ServiceNow, stated:

“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.”

For more details on strategic partnerships and their benefits, visit ServiceNow and Genesys.