Overview of Unified Experience from Genesys and ServiceNow

Unified Experience from Genesys and ServiceNow integration: Feature coming soon

Unified Experience from Genesys and ServiceNow integration provides a comprehensive solution that combines the strengths of ServiceNow and Genesys to streamline service delivery, improve customer satisfaction, enhance agent productivity, and increase operational efficiency.

In the beta release of this integration, the ServiceNow chats can be externally routed through Genesys Cloud. Genesys Cloud’s advanced routing features ensure that chats are directed to the most appropriate agent based on skills, availability, and customer preferences. This leads to faster response times and improved customer satisfaction. Agents manage the chats from the unified agent workspace in ServiceNow.

The following illustration shows the path of externally routed chats in ServiceNow.

This image is an illustration of how externally routed ServiceNow chats process through Genesys Cloud.

The administrator must configure the following in ServiceNow and Genesys Cloud for the external routing of chats:

  • The OpenFrame configuration in ServiceNow that helps to connect with Genesys Cloud.
  • Set of users in ServiceNow and Genesys Cloud that are mapped to each other in both the platforms.
  • Self-signed certificate for authentication between ServiceNow and Genesys Cloud.
  • Mapped statuses between ServiceNow and Genesys Cloud.

For more information, see About Unified Experience from Genesys and ServiceNow.