November 12, 2025 
Softphone.ai is excited to announce that its Connector for ServiceNow and Genesys—a trusted ServiceNow Certified App—now fully supports the latest ServiceNow Zurich release. This update reflects our ongoing mission to deliver secure, seamless, and future-ready integrations that help contact centers operate with greater speed and precision.
Earlier this year, we showcased the enhanced Connector at the ServiceNow World Forum 2025 in London as a Gold Sponsor — giving attendees a hands-on experience of its capabilities and the chance to meet our team in person.
Strengthening Our Partnership with ServiceNow
As a ServiceNow Build Partner, Softphone.ai consistently meets the highest standards for quality, security, and innovation. Our Connector has once again passed ServiceNow’s rigorous certification process, confirming its alignment with the latest performance and user experience benchmarks.
This certification is more than a technical achievement—it’s a reflection of our dedication to delivering a reliable, scalable solution that evolves alongside the ServiceNow platform and integrates seamlessly with Zurich’s newest capabilities.
What’s New in the Zurich-Compatible Connector
The latest update introduces several enhancements designed to improve usability, performance, and flexibility:
- Full compatibility with Zurich features: Integrates smoothly with updated APIs and UI components for a modern, intuitive experience.
- Enhanced workflow automation: Leverages Zurich’s improved Flow Designer to create intelligent, dynamic workflows.
- Optimized performance: Delivers faster load times, lower latency, and greater stability—especially valuable in high-volume environments.
- Expanded customization: Offers more flexible configuration options with new parameters and scripting capabilities.
Key Benefits of the Updated Connector
The Zurich-compatible Connector delivers powerful capabilities that streamline operations, empower agents, and elevate customer experiences:
Dual-AI Synergy
Genesys AI works in tandem with CRM-native AI to automate tasks, suggest actions, and provide real-time insights. Agents gain smarter tools that accelerate decision-making and improve engagement.
Seamless Omnichannel Interaction Management
Manage calls, chats, emails, and tasks—all channels supported by Genesys Cloud—directly within the ServiceNow interface. A unified dashboard reduces context switching and speeds up response times.
Smarter Customer Insights
Intelligent Screen Pop and synchronized data give agents instant access to customer history, case details, and account information—right when they need it.
Advanced Automation & Workflow Orchestration
Automate multi-step workflows with ease. The Connector streamlines repetitive tasks, allowing agents to focus on high-value interactions.
Scalable, Customizable Integration
Whether scaling up or operating globally, the Connector adapts to your evolving needs. Customize workflows using JavaScript, visual flow builders, or parameter-based settings.
Real-World Impact: What This Means for Your Contact Center
The Zurich-compatible Connector delivers measurable improvements across key operational areas:
- Faster Resolution Times: Agents resolve issues quickly with real-time access to customer data and AI-driven suggestions.
- Higher Agent Productivity: A unified, intuitive interface removes switching delays and reduces errors.
- Improved Customer Satisfaction: Personalized, efficient service builds trust and loyalty.
For example, during peak hours, agents can seamlessly switch between interactions, access relevant data instantly, and resolve issues promptly with AI recommendations—resulting in shorter wait times and happier customers.
To explore the full benefits of a certified integration between ServiceNow and Genesys Cloud—including enhanced security, platform stability, and scalability—read also our previous blog post on the Connector’s certification for the ServiceNow Xanadu release.
Future-Proof Your Operations with Softphone.ai
This update reflects our ongoing commitment to innovation and customer success. As ServiceNow continues to evolve, Softphone.ai ensures your contact center remains equipped with the latest tools and capabilities.
With the Zurich-certified Connector, you gain a secure, scalable, and intelligent solution backed by deep expertise and a strong platform—designed to elevate your customer experience.
Ready to Experience the Power of the Zurich-Compatible Connector?
✅ Visit our ServiceNow Store listing to explore features and benefits.
📖 Read our previous blog post to discover the full value of a certified ServiceNow and Genesys Cloud integration.
