ServiceNow Genesys Integration: 3 Significant Benefits of Integrating Your Telephony System with Your ITSM System

ServiceNow Genesys integration is one of the most important mergers of technologies when it comes to elevating customer experience and simplifying agents’ routine tasks.

Both Genesys and ServiceNow are powerful platforms and boast a roster of tools. Nevertheless, it is the coming together of these two that brings out the best in both of them, at least regarding the customer and agent experience.

Let us give you a few data points to drive the importance of customer and agent experience.

According to Frehswork, 22% of customers feel the call center wait time is too long, and around 52% of customers expect a quick resolution to their issues. What happens when the waiting time is too long or customers don’t get quick resolutions? They lose interest in your business. Your customer loyalty drops and ultimately your sales and brand reputation takes a hit.

While a few call drops here and there might not seem like an issue, it becomes a bane for the brand in the long run.

Genesys Integration with ServiceNow: Faster Service, Satisfied Customers

CTI integration between Genesys and ServiceNow brings about a solution to most (if not all) of the abovementioned problems. Here’s how: With Genesys ServiceNow Integration, agents get quick access to customer information right on their ServiceNow screen. This is one of the most essential features of the integration. It’s called ScreenPop and it happens in real time as an agent makes or receives a call from a customer.

How does it help? It keeps the agent from jumping through applications to locate relevant information about the customer, which is a time-consuming and frustrating task. So, agents get quick access to all the information about the customer and customers get quick and personalized resolution to their queries. It’s a win-win.

This is just one of the advantages of integrating ServiceNow with Genesys. Let’s look at three more:

Saves Time

Alright first and foremost, a CTI Connector helps you save time for everyone involved. Imagine a scenario where you have to reach out to customer service regarding a recent purchase. You dial the number, a customer representative picks up. He/She greets you with your name, asks about your day, and goes on to talk about your recent purchase. They ask you about the issue you are facing, if any.

You, as a customer, have most of your work laid out for you in this scenario. All you have to do now is tell the customer representative the issue you are facing and get an estimated time on how soon the issue can be resolved.

Such a quick response is made possible because the agent had a CTI connector in place. As soon as you made the call, the agent got all your information right on their screen, including your name and purchase history.

Now, imagine the same scenario without a CTI connector.

You made the call. The agent asked you to identify yourself. They asked for your order number and other details and then they put you on hold so they could retrieve all the relevant information about your purchase. While you are on hold, the agent is hopping through windows to secure the right information for a contextual call. By the time they reach back to you, you are already at a loss of patience. And not to mention the unnecessary loss of time for you as well as the agent.

Supports Smarter Monitoring and Performance Tracking

Another one of the great advantages of CTI integration is effective monitoring and performance tracking. CTI allows for call recording, call monitoring, and call logging, allowing managers and supervisors to gain insight into the team’s performance and take necessary steps to improve it moving forward.

With such data at the disposal of a manager, they are more likely to make informed decisions and collectively improve the contact center performance as well as major KPIs like FCR, AHT, and CSAT.

Enables Collaborative Workspace

CTI integration brings about the following functions to the contact center that each facilitates collaboration across the team:

• Conference call
• Whisper-in
• Barge-in
• Call Transfer

All of these features are built to deliver interdepartmental collaboration. Conference calls, for instance, are a great tool to bring in additional help to resolve a customer query to their utmost satisfaction and in a jiffy.

Similarly, features like Whisper-in and Barge-in give supervisors the advantage of guiding the agent into leading an effective customer interaction and taking the helm themselves, respectively.

Even call transfers will have all the relevant caller information, thanks to the CTI connector, so the next agent could pick it up right where the previous agent left off.

Genesys ServiceNow CTI Integration: Closing Notes

Now that we have understood the CTI connector and its benefits, it is time to take a closer look at the product in the context of ServiceNow and Genesys. As mentioned above, both Genesys and ServiceNow offer a range of tools to make both the agent and customer experience seamless. Nevertheless, both have their separate drawbacks. With CTI integration in place, you can reduce these drawbacks significantly and institute a seamless workplace environment.

Supported by compelling statistics, the combination of Genesys and ServiceNow turns out to be a game-changer in improving customer experience. This dynamic combination provides a seamless and personalized journey, which is of course valued by the majority of the clients. Businesses have experienced a startling significant decrease in resolution times because of this connection, guaranteeing prompt issue response. In a market that is changing quickly—79% of consumers transfer brands as a result of subpar customer service—this integration sticks out as an essential tactic to promote growth and loyalty.