UJET and Google Cloud have announced the integration of their CCaaS solutions with ServiceNow to allow businesses to deliver a more seamless and efficient customer service experience across all channels.
The integration combines the power of UJET and the capabilities of Google Cloud’s Contact Center AI (CCAI) Platform with ServiceNow’s enterprise service management platform.
“We are excited to announce the integration of our solutions with ServiceNow CSM. This integration will help enterprises to provide a more seamless and efficient customer service experience, which will lead to increased customer satisfaction and loyalty,” said Anand Janefalkar, CEO of UJET.
Further, the integration facilitates safe and encrypted real-time data sharing between UJET and CCAI Platform, while also connecting seamlessly with ServiceNow's Customer Service Management (CSM) solutions. This connection allows for predictive intent analysis, dynamic routing decisions, and context-aware interactions.
Additionally, the integration automates record updates and securely stores all customer data and Personally Identifiable Information (PII) within ServiceNow, instead of CCaaS. Moreover, an embedded agent adapter streamlines workflows by presenting all information in a single tab with various customization choices.
“With this new integration from UJET, Google Cloud CCAI Platform customers can easily access ServiceNow’s AI-powered customer service capabilities available to global businesses. Customers today are using Google Cloud’s CCAI Platform with ServiceNow to improve IT service management, CRM, and end-to-end case management, and we’re pleased to expand these contact center capabilities to more organizations,” said Rodrigo Rocha, Head of Business Applications ISV Partnerships at Google Cloud.
Previously, UJET and Google Cloud formed a partnership with Alvaria to enable large contact centers to utilize Alvaria's compliant outbound and workforce engagement management capabilities with the Google Cloud Contact Center AI Platform. In March this year, UJET and Google Cloud launched a workforce management suite.