ServiceNow and Genesys announce strategic partnership to elevate customer and employee experiences - Seite 2

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.”