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
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.
Set up the integration for ServiceNow 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 chats and voice in ServiceNow through Genesys Cloud.
Configure the setup in ServiceNow
Integrate Genesys Cloud as a third-party external provider in ServiceNow by configuring the OpenFrame setup.
Agent experience in ServiceNow
Experience chat routing and voice call routing that provides streamlined customer interactions with a unified agent workspace.
