The Strategic Advantage of Integrating Genesys Cloud with ServiceNow

Bridging the Gap: Unlocking the Power of Genesys Cloud and ServiceNow

In the last 10 years customer experience has evolved. With the digitisation of almost every customer touchpoint, think self-serve checkouts to virtual assistants, customers now expect instant and seamless customer service experiences across any and every device.

For many organisations, keeping up with the ever evolving customer demands is not only costly but challenging due to legacy systems or siloed tools. To stay competitive, organisations must have an integrated approach to service delivery and platforms to streamline workflows and improve customer operations.

The integration of Genesys Cloud and ServiceNow offers organisations a streamlined approach to managing customer, stakeholder, and employee data seamlessly.

The benefits of bridging the gap between customer experience and internal workflows

At its core, the integration between Genesys Cloud, a leader in cloud customer experience solutions, and ServiceNow, a powerhouse in enterprise service management, revolves around streamlining how employees access customer data and automating their workflows. By bridging these platforms, organisations experience so many user and agent benefits, improving the customer experience

Improved resource allocation

By integrating Genesys Cloud and ServiceNow, organisations can leverage real-time data analytics to improve resource allocation. With Genesys Cloud’s advanced routing capabilities and ServiceNow’s service management framework, organisations can now ensure that customer inquiries are not just allocated to available agents, but to the most qualified ones, based on real-time data and analytics. This not only reduces wait times but also improves resolution rates, leading to higher customer satisfaction and overall customer experience.

Enhancing customer experiences

With the integration of Genesys Cloud and ServiceNow, organisations can deliver agents a holistic customer view, enabling personalised interactions.

Improving the cohesion among platforms, agents, and user engagement can yield advantages in both customer satisfaction and average handling times. By adopting a unified agent interface, optimising workflows through automated call logging and issue resolution, organisations can equip both users and agents with richer contextual data, enabling quicker responses delivering better customer experiences.

Staying agile and competitive

In an era where customer expectations are constantly evolving, and an organisation’s ability to adapt to the unpredictable customer demands can determine their success, it’s never been more important for organisations to stay competitive.

The integration of Genesys Cloud and ServiceNow equips organisations with the agility to quickly respond to customer needs. This is achieved through the automation of workflows including call deflection (case follow up, information), supporting automated basic enquiries, reducing wait times but also promoting relevant information to agents if a call needs to be taken. This not only speeds up decision-making processes but also optimises the overall operational efficiency.

Support your AI capabilities

Another benefit of integrating Genesys Cloud and ServiceNow is its ability to automate using a combination of AI capabilities. This includes:

Unified customer data – customer data across the two platforms can then be leveraged by AI-powered tools to deliver more personalised and efficient customer experiences.

AI powered decision making – By integrating Genesys Cloud’s contact centre capabilities with ServiceNow’s workflow automation, organisations can streamline processes such as automated case creation, call routing, and resolution. This can help reduce response times and optimise resource allocation, allowing AI-powered tools to make more informed decisions.

Train AI on customer insights – The combined data from Genesys Cloud and ServiceNow can also be used to train AI models, allowing organisations to gain deeper insights into customer behaviour, predict future needs, and proactively address issues. This can lead to more personalised customer experiences.

The Nexon advantage

Our team has deep expertise in ServiceNow and Genesys Cloud, designing, delivering, and integrating these solutions to support your total customer and employee experience vision.

As the two-time Genesys Partner of the Year and a ServiceNow Elite partner, Nexon offers unparalleled expertise, knowledge, and end-to-end capabilities in delivering contact centre and enterprise service management solutions.
Nexon’s depth of ServiceNow-certified and Genesys Cloud experts, diverse implementation experience, successful enterprise-scale projects, and high customer satisfaction scores give us a distinct advantage.

Our proven experience and partnerships enable us to deliver and support scalable, integrated platforms that adapt to evolving customer requirements.

Work with us

Ready to take the next step? Let’s discuss how we can bring your vision to life and make the integration of Genesys Cloud and ServiceNow a reality for your organisation. Our team is on hand to guide and implement every stage of the process, ensuring a smooth transition and powerful results.

Contact the Nexon team today, and let’s start shaping a future where your operations are as efficient as they are customer-focused.