ServiceNow and Genesys Partnership Promises Next-Level Customer and Employee Experiences

Smiling contact center agent speaking in to headset

ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences.

The collaboration aims to integrate Genesys Cloud platform with ServiceNow Customer Service Management to offer a unified solution called: Unified Experience from Genesys and ServiceNow.

The new solution will leverage AI, automation, and digital capabilities to unify customer service teams, centralize routing, and optimize workforce engagement for personalized customer experiences.

John Ball, senior vice president and general manager, customer and industry workflows at ServiceNow, said:

“Bringing together the deep expertise of Genesys in experience orchestration with ServiceNow Customer Service Management offers organisations a turnkey, intelligent solution that connects customer engagement with middle- and back-office operations. Together with Genesys, ServiceNow is defining a new era of customer service.”

The partnership seeks to streamline service operations, lower costs, and reduce customer effort by connecting front-office interactions to back-office processes.

The integrated capabilities are planned to be rolled out under controlled availability starting in Q4 of 2024 and will be sold by both Genesys and ServiceNow.

Customers like Siemens Healthineers and Meijer have expressed excitement about the partnership and anticipate enhanced experiences for employees and customers.

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