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ServiceNow and Genesys Partner for Customer and Employee Experience Solution

By Tracey E. Schelmetic May 08, 2024

Customers today are seeking more targeted and personalized support sessions from the companies with which they do business. Scarred from experiences in which they need to “introduce” themselves to companies over and over again – sometimes multiple times on the same call, if they are repeatedly transferred – customers are steadily abandoning companies that do not get the customer experience right and earn their loyalty. 

In part, disjointed customer experiences are the result of disparate technologies that do not work together to enable all aspects of the support session. What is needed is a solution that connects data, systems, employees and communication channels to create a 360-degree view of the customer experience.

So, this is why AI business transformation solutions provider ServiceNow and AI experience orchestration company Genesys recently 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 an AI-powered solution for organizations worldwide called Unified Experience from Genesys and ServiceNow.

By combining "industry-leading AI" (plus automation and digital capabilities from both companies), Unified Experience from Genesys and ServiceNow brings together the two platforms 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,” said John Ball, Senior Vice President and General Manager, Customer and Industry Workflows at ServiceNow. “This has led to a reliance on disparate systems to solve customer issues, with human middleware needed to tie fragmented processes together. 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.”

Edited by Alex Passett
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