Genesys Adapter for ServiceNow
Customer Experience simplified with Genesys and ServiceNow
Genesys Adapter for ServiceNow
The Genesys Adapter for ServiceNow integrates the Genesys solution with the ServiceNow application. It gives the organization the ability to improve agent efficiency, agility, and ROI. The Genesys Adapter for ServiceNow provides a unified interface that helps agents access all the customer information in one place. The unified interface helps agents to engage with customers across different media types and provides greater visibility to the customer’s recent service journey, which enhances first-call resolution. The right information is retrieved seamlessly and displayed on the screen once the call is assigned to the agent.
Architecture
Key Features of ServiceNow Adapter
Some of the main features of Genesys Adapter for ServiceNow is listed below.
- Unified Desktop
- Call controls such as Answer/Release, hold/retrieve, unmute/mute, transfer/conference within ServiceNow desktop
- Automatic screen pop-up of incident records on receiving calls
- Automatic incident creation in ServiceNow, including custom fields
- Automate workflows to create new or update existing interactions
- Easy integration with ServiceNow open frame plugin
- Search and update capabilities using custom fields
- Ability to Call Web Services