Release Notes for Unified Experience from Genesys and ServiceNow

This article describes all releases of the Unified Experience from Genesys and ServiceNow integration. For more information, see About Unified Experience from Genesys and ServiceNow.

June 2, 2025

Wrap-up code integration between Genesys Cloud and ServiceNow

ServiceNow displays the wrap-up codes configured in the corresponding Genesys Cloud queue. After agents complete a Genesys Cloud-hosted interaction and then select the appropriate wrap-up code in the ServiceNow interface. Then, the integration automatically pushes the selected value to Genesys Cloud: Wrap-up code administration for Unified Experience from Genesys integration.

May 12, 2025

Case routing through Genesys Cloud
Administrators can now synchronize ServiceNow cases with Genesys Cloud workitems. This update enables administrators to bring ServiceNow cases directly into Genesys Cloud as workitems for routing and orchestration: Set up routing and assigning cases in ServiceNow.

March 10, 2025

Unified Experience from Genesys and ServiceNow
This initial release of Unified Experience from Genesys and ServiceNow integration that enables routing of chat and voice interactions through Genesys Cloud for agents in ServiceNow.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.