About Unified Experience from Genesys and ServiceNow

The Unified Experience from Genesys and ServiceNow, an integration of Genesys Cloud platform with the ServiceNow customer service management platform, unifies customer service teams through a single desktop, centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences.

Overview

Review the requirements and purchase appropriate licenses for Genesys Cloud.

Set up the integration in ServiceNow

Install the Unified Experience from Genesys applications in ServiceNow. Register an application with a ServiceNow instance to use OAuth JWT API endpoints for external clients and allow Genesys Cloud as a third-party integration. Integrate Genesys Cloud as a third-party external provider by configuring the OpenFrame setup.

Set up the integration in Genesys Cloud

Configure the integration for ServiceNow in Genesys Cloud with the required credentials, queue mappings, and presence status mappings. The integration facilitates the external routing of case, chats and voice in ServiceNow through Genesys Cloud.

Configure Unified Experience for voice and chat routing and call controls

Configure Unified Experience integration to route voice and chat interactions through Genesys Cloud to the correct queues or agents, and to surface native call controls and interaction context in the ServiceNow Agent Workspace. Use these procedures after completing the integration setup in ServiceNow and Genesys Cloud.

Configure interaction handling in ServiceNow

Configuring interaction handling in ServiceNow includes queue setup, case routing, wrap-up code configuration, and related procedures. These configurations enable efficient routing and management of interactions between ServiceNow and Genesys Cloud.

Configure Genesys Cloud custom components

Configure Genesys Cloud custom components in ServiceNow for the agents to use during interactions in the console. Administrators can set up and incorporate AI-powered tools such as Agent Copilot and other custom components that allow agents to handle customer interactions directly from the ServiceNow console without needing to switch between systems.

Agent experience in ServiceNow

Experience chat routing and voice call routing that provides streamlined customer interactions with a unified agent workspace.