The integration of Genesys and ServiceNow is setting a new standard for customer service operations by streamlining workflows, improving agent productivity, and enhancing customer satisfaction. Let’s dive into the latest features, benefits, and roadmap for this unified experience.
1. Unified Routing for Streamlined Workflows
The collaboration between Genesys and ServiceNow enables routing synchronization across shared queues, skills, and presence. This ensures that work is delivered efficiently to the right agents at the right time.
- Benefits of Unified Routing:
- Better Use of Staff Resources: Agents can handle multiple work types without needing separate routing engines.
- Higher Utilization: Reduced idle time leads to lower operational costs.
2. Native Voice Controls for Improved Interactions
Genesys’ native voice controls are embedded within the ServiceNow CSM Agent Workspace, allowing agents to handle voice interactions seamlessly alongside other work types.
- Key Features:
- All voice controls, such as muting, transferring, and holding, are integrated into one interface.
- The Genesys Agent CoPilot offers real-time assistance, improving agent productivity and engagement.
- Reduced Operating Costs: Lower average handle time due to a unified interface.
3. Embedded Workforce Engagement Management (WEM)
With workforce engagement management tools embedded in ServiceNow, agents can now access their schedules, performance metrics, and training resources in one place.
- Advantages:
- Consolidated applications for easier access to metrics and schedules.
- Alerts for schedule adherence ensure agents remain on track.
- Performance management tools motivate and develop agents.
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4. Real-Time Voice Transcription and Agent Scripts
Coming in 2025, real-time voice transcription and agent scripting will further enhance operational efficiency. These features will enable:
- Accurate transcription of voice interactions for better record-keeping.
- Guided workflows for agents, reducing errors and improving customer outcomes.
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5. Expanding Digital Messaging and ITSM Support
The roadmap includes the delivery of Genesys Cloud digital messaging directly into the ServiceNow workspace, along with ITSM support for internal workflows.
- Future Enhancements:
- Seamless handling of customer inquiries across all channels.
- Integration into IT Service Management for internal efficiency.
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Conclusion
The Genesys and ServiceNow integration is revolutionizing customer service by unifying tools, automating workflows, and empowering agents with robust support systems. From native voice controls to workforce engagement management, this collaboration is paving the way for more efficient, scalable, and customer-centric operations.
By 2025, new features like real-time transcription and digital messaging will solidify this integration as an essential tool for organizations seeking to elevate their customer service capabilities.
