Overview of Unified Experience from Genesys and ServiceNow

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.

Externally routed chat interactions

The ServiceNow interactions such as chat is 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 interactions from the unified agent workspace in ServiceNow.

The following illustration shows the path of externally routed chat 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 interactions:

  • 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.

Routing of voice interactions

The integration of Genesys Cloud with ServiceNow for voice call interactions involves a sophisticated routing process that aims to provide a seamless experience for both customers and agents. The connection between Genesys Cloud and ServiceNow is established through integration that allows data and call information to flow between the two systems. While ServiceNow acts as the agent’s workspace that provide access to customer information and case management tools, Genesys Cloud handles the core telephony functions, including receiving calls, routing them based on predefined rules, and managing agent availability. 

When a voice call comes in, Genesys Cloud receives the call and gathers information. Based on routing configuration, it determines the appropriate agent or queue. The integration then presents the call information within the ServiceNow agent workspace. Agents can then handle the call while having access to relevant ServiceNow data.

This image is an illustration of ServiceNow and Genesys Cloud integration that showcases how voice call processing occurs in the integration.

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