AI-Powered Genesys™ & ServiceNow® Integration
for Peak Contact Center Performance
Boost agent productivity with a Genesys Cloud™ and ServiceNow® integration to streamline workflows, and enhance CX, all from one unified interface. Experience increased agent productivity, better decision-making, and enhanced customer satisfaction with our seamless Genesys ServiceNow integration.
Real-Time Data Access
Seamless Integration
Enhanced Efficiency
Customizable Solution
AI Interaction Management
In-Depth Insights
Powerful Features for Optimized Performance
Streamlined Outbound Calling: Initiate calls directly from ServiceNow® forms using a simple keyboard shortcut.
Enhanced Agent Productivity: Reduce manual dialing efforts, allowing agents to focus on customer interactions.
Seamless Data Access: Ensure all contact details are instantly accessible within the ServiceNow® interface.
AI-Driven Automation: Genesys™ Agent Copilot suggests relevant responses, streamlining email communication and ensuring accuracy.
Integrated AI Insights: Access real-time, AI-powered support directly within email interactions, enhancing agent decision-making and response quality.
Boosted Productivity: Automate repetitive tasks and manage email interactions more efficiently, resulting in quicker, more consistent customer service.
Automated Incident Creation: Automatically create and populate incidents within ServiceNow® as soon as an inbound call is received, reducing manual effort and ensuring accuracy.
Real-Time Caller Information: Instantly access and display relevant caller data, enabling agents to provide timely and informed responses during the call.
Seamless Call Management: Manage all call interactions directly within the ServiceNow® interface, streamlining workflows and enhancing overall productivity.
Seamless Integration: Manage inbound chats directly within the ServiceNow® interface, eliminating the need for multiple systems and streamlining workflows.
Real-Time Customer Data: Instantly access relevant customer information during chat interactions, allowing agents to deliver prompt and informed responses.
Enhanced Productivity: Handle multiple chat interactions efficiently within a single platform, ensuring consistent and high-quality customer service.
Expanded Functionality: Access additional features and information tailored to your needs, all within the Genesys Cloud™ widget.
Dynamic Interaction Management: Easily monitor and manage multiple interactions through an intuitive interface, improving workflow efficiency.
Customizable Interface: Tailor the Smart UI to display the most relevant data and tools for your agents, enhancing productivity and decision-making.
Efficient Multi-Tasking: Manage multiple interactions simultaneously across various channels, all within a single, organized workspace.
Unified Interface: Access and control calls, chats, and emails seamlessly from dedicated tabs, reducing the need to switch between systems.
Enhanced Productivity: Improve agent performance by providing a comprehensive view of all active interactions, enabling better management and quicker responses.
Comprehensive Performance Tracking: Access detailed agent performance metrics directly within ServiceNow®, allowing for better management and improvement of individual and team productivity.
Centralized Task Management: Monitor and manage agent schedules, queues, and tasks in one unified interface, streamlining daily operations and reducing complexity.
Enhanced Efficiency: Empower agents with a full suite of tools that facilitate multitasking and improve the overall efficiency of contact center operations.
Instant Status Updates: Easily manage and update agent status in real-time directly within the ServiceNow® interface, ensuring optimal availability for incoming interactions.
Enhanced Visibility: Monitor agent status across multiple channels, providing supervisors with the insights needed to optimize workforce management.
Streamlined Operations: Reduce downtime and improve response times by enabling agents to adjust their availability with a single click, enhancing overall contact center efficiency.
Seamless Integration: Log into Genesys Cloud™ directly from Salesforce® using Single Sign-On (SSO) for a unified and streamlined agent experience.
Real-Time Status Updates: Automatically sync and display the agent's status within the Salesforce® interface, enhancing efficiency and reducing login errors.
Enhanced Agent Workflow: The Smart Connector simplifies the login process, enabling agents to focus more on customer interactions and less on technical setup, thereby increasing overall productivity.
Genesys™ and ServiceNow® Powerful Integrated Features for Optimized Performance
Unlock a suite of cutting-edge tools designed to enhance speed, efficiency, and reliability between Genesys Cloud and ServiceNow because peak performance starts with the right features.
Our Connector for Genesys PureCloud not only enhances your contact center operations but also meets the highest standards of service and data management recommended by the specific Enterprise Systems Store. Here’s how we ensure top-notch performance and compliance:
Enterprise Systems Store Recommended Service Levels
Our product meets the stringent service levels recommended by the Specific Enterprise Systems Store of more than 99.5%, ensuring reliable and consistent performance. You can trust our solution to maintain operational excellence and support your business needs effectively.
Data Lifecycle Management Standards
We adhere to any Enterprise Systems Store-recommended standards for data lifecycle management and data destruction. This ensures your data is managed efficiently and securely throughout its lifecycle, providing peace of mind and compliance with best practices.
Robust Multi-Tenant Architecture
Experience secure and efficient data management with our multi-tenant architecture, ensuring complete isolation and encryption of customer account data, policies, and configuration settings. Your data is protected with the highest standards of security.
Comprehensive Auditable Logging
Benefit from our auditable logging and tracing capabilities that simplify debugging and troubleshooting. Maintain transparency and control over your data and operations with detailed, easily accessible logs.
High Availability and Disaster Recovery
Our solution guarantees high availability and rapid disaster recovery, ensuring minimal service interruptions and quick restoration of service in case of disruptions. Keep your operations running smoothly and reliably at all times.
Superior Support Standards
Enjoy peace of mind with support that meets any CRM Store-recommended levels. Our product is designed to provide timely and effective assistance, ensuring your contact center operates without a hitch.
Our Connector for Genesys PureCloud is engineered with cutting-edge security features and robust development standards, ensuring your contact center operates safely and efficiently. Discover the key features that set our solution apart.
Encrypted Communication Channels
Safeguard your communications with industry-leading encryption. All data exchanges are secured to protect against unauthorized access, ensuring confidentiality and integrity.
Configurable Authentication Policies
Enhance your security posture with customizable authentication policies. Tailor authentication methods to meet your specific security requirements, providing robust protection for your systems.
Protection Against Software Vulnerabilities
Our solution is fortified against common software vulnerabilities, such as operating system exploits, SQL injection, memory corruption, and information leaks. Enjoy a secure and reliable environment for all your operations.
Secure Software Development Lifecycle (SDLC)
Developed with a secure software development lifecycle, our product integrates security into every stage of development. This ensures a robust and secure solution, giving you peace of mind.
Our Smart Connector for Genesys PureCloud is designed with your data privacy and security in mind, ensuring compliance with stringent European Union regulations. Here’s how we protect your data and meet regulatory requirements.
EU Data Privacy Compliance
Our product fully complies with European Union data privacy requirements, ensuring that your data is handled with the utmost care and in accordance with the highest standards of data protection.
EU Access Only
To adhere to data protection regulations, our solution restricts remote data access and storage to countries that have implemented the EU Data Protection Directive. This ensures that your data remains within the secure boundaries of compliant countries.
Our Smart Connector for Genesys PureCloud is designed to meet the diverse needs of a global customer base, ensuring seamless usability and adherence to local business practices. Explore the features that make our solution perfect for international operations.
Internationalized for Global Customers
Our product supports multiple languages and character sets, including Unicode, to meet the needs of global customers. This internationalization ensures that users across different regions can use the solution effectively.
Translated User Interfaces and Documentation
User interfaces and documentation are available in multiple languages, making it easier for users worldwide to understand and utilize our solution. Please refer to the product documentation or contact us for more details.
Localized for Business Best Practices
Our solution is localized to incorporate local business practices, such as supporting regional currencies and standards. This ensures that the product is tailored to meet the specific needs of different markets.
Streamlined Outbound Calling: Initiate calls directly from ServiceNow® forms using a simple keyboard shortcut.
Enhanced Agent Productivity: Reduce manual dialing efforts, allowing agents to focus on customer interactions.
Seamless Data Access: Ensure all contact details are instantly accessible within the ServiceNow® interface.
AI-Driven Automation: Genesys™ Agent Copilot suggests relevant responses, streamlining email communication and ensuring accuracy.
Integrated AI Insights: Access real-time, AI-powered support directly within email interactions, enhancing agent decision-making and response quality.
Boosted Productivity: Automate repetitive tasks and manage email interactions more efficiently, resulting in quicker, more consistent customer service.
Automated Incident Creation: Automatically create and populate incidents within ServiceNow® as soon as an inbound call is received, reducing manual effort and ensuring accuracy.
Real-Time Caller Information: Instantly access and display relevant caller data, enabling agents to provide timely and informed responses during the call.
Seamless Call Management: Manage all call interactions directly within the ServiceNow® interface, streamlining workflows and enhancing overall productivity.
Seamless Integration: Manage inbound chats directly within the ServiceNow® interface, eliminating the need for multiple systems and streamlining workflows.
Real-Time Customer Data: Instantly access relevant customer information during chat interactions, allowing agents to deliver prompt and informed responses.
Enhanced Productivity: Handle multiple chat interactions efficiently within a single platform, ensuring consistent and high-quality customer service.
Expanded Functionality: Access additional features and information tailored to your needs, all within the Genesys Cloud™ widget.
Dynamic Interaction Management: Easily monitor and manage multiple interactions through an intuitive interface, improving workflow efficiency.
Customizable Interface: Tailor the Smart UI to display the most relevant data and tools for your agents, enhancing productivity and decision-making.
Efficient Multi-Tasking: Manage multiple interactions simultaneously across various channels, all within a single, organized workspace.
Unified Interface: Access and control calls, chats, and emails seamlessly from dedicated tabs, reducing the need to switch between systems.
Enhanced Productivity: Improve agent performance by providing a comprehensive view of all active interactions, enabling better management and quicker responses.
Comprehensive Performance Tracking: Access detailed agent performance metrics directly within ServiceNow®, allowing for better management and improvement of individual and team productivity.
Centralized Task Management: Monitor and manage agent schedules, queues, and tasks in one unified interface, streamlining daily operations and reducing complexity.
Enhanced Efficiency: Empower agents with a full suite of tools that facilitate multitasking and improve the overall efficiency of contact center operations.
Real-Time Status Updates: Ensure agents are always available and ready to handle interactions efficiently.
Improved Workflow Efficiency: Streamline the status management process, reducing the chance of errors and optimizing agent productivity.
Unified Platform: Seamlessly integrate Salesforce® with Genesys Cloud™ to create a cohesive environment for better agent management.
Seamless Integration: Log into Genesys Cloud™ directly from Salesforce® using Single Sign-On (SSO) for a unified and streamlined agent experience.
Real-Time Status Updates: Automatically sync and display the agent's status within the Salesforce® interface, enhancing efficiency and reducing login errors.
Enhanced Agent Workflow: The Smart Connector simplifies the login process, enabling agents to focus more on customer interactions and less on technical setup, thereby increasing overall productivity.
Explore our video gallery to see how our ServiceNow® Connector for Genesys Cloud™ can transform your contact center operations. Watch detailed demos, customer testimonials, and expert insights to understand the full potential of our solutions. Experience firsthand how our innovative Genesys ServiceNow integration enhances efficiency, productivity, and customer satisfaction.
