ServiceNow and Genesys have revealed a strategic alliance focused on transforming business experiences through AI. This partnership will merge the capabilities of Genesys Cloud and ServiceNow Customer Service Management (CSM) into a robust, AI-driven offering named Unified Experience from Genesys and ServiceNow. This solution aims to enhance both customer and employee experiences by integrating leading automation and digital tools from both companies into a seamless service management platform.
“Many companies prioritize customer engagement yet overlook the crucial aspect of fulfilling a customer’s request efficiently. 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,” said John Ball, Senior Vice President and General Manager, Customer and Industry Workflows at ServiceNow.
The upcoming Unified Experience solution is set to revolutionize workplace efficiency by providing a single-point interface for customer service teams, consolidating the handling of interactions and tasks across various channels and departments, and improving the management of workforce dynamics using advanced AI technologies.
ServiceNow CSM will offer a unified workspace that includes all essential data and tools for managing customer interactions across multiple channels, including digital and voice. AI-based suggestions will help agents quickly address and fulfill customer needs. Additional features will aid in employee onboarding, skill development, and fast response capabilities.
The integration leverages Genesys Cloud's AI-driven experience orchestration tools to centralize routing of interactions and work across various channels and systems. Supported by ServiceNow’s AI-driven digital business platform, this setup will streamline workflows across all office levels, enhancing both automated and assisted customer interactions.
In addition, the solution will offer comprehensive tools for visualizing, tracking, and managing the performance of both customer journeys and workforce engagement. This unified approach will provide real-time, data-driven insights, enabling organizational leaders to make informed decisions. Enhanced data visibility will also help supervisors improve staffing efficiencies and boost overall productivity.
The integrated capabilities of Genesys and ServiceNow are scheduled to begin a controlled roll-out in Q4 of 2024.
“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. By partnering with ServiceNow, Genesys is advancing its Experience as a Service® vision, making it easier for organizations to connect and orchestrate data across systems. Through a native integration between Genesys Cloud and ServiceNow Customer Service Management, organizations can break down silos, improve employee collaboration and productivity, and deepen their customer relationships,” said Olivier Jouve, Chief Product Officer, Genesys.
Additional innovations
ServiceNow has also announced a series of innovations and other expanded partnerships aimed at leveraging AI-driven transformation for enterprises. These enhancements include new generative AI capabilities within Now Assist to boost productivity and innovation, purpose-built automation solutions for the Now Platform to streamline enterprise operations, and strengthened strategic partnerships with companies like Fujitsu and Infosys to accelerate digital transformation and enhance customer and employee experiences.
The company, celebrating strong recent financial performance, also reinforced its revenue targets for the coming years, emphasizing its commitment to defining the future of business transformation with AI at its core.
Elsewhere, ServiceNow and NVIDIA have announced an expansion of their partnership to introduce tailor-made generative AI solutions designed specifically for the telecommunications industry.
