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Genesys ServiceNow CTI Integration

Enable Genesys Agents to Work Directly Inside ServiceNow

Give agents direct access to Genesys call controls within ServiceNow so they can handle customer interactions faster, eliminate unnecessary screen switching, and resolve customer requests without switching screens.
The Genesys ServiceNow CTI Integration embeds Genesys telephony capabilities directly inside ServiceNow, allowing agents to manage calls, access customer records, and complete service-related tasks without leaving the platform.
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Interface graphic highlighting the Genesys Cloud CTI softphone call controls embedded directly over the ServiceNow workspace.
Simplify Customer Service by Bringing Genesys Call Control Into ServiceNow

Simplify Customer Service by Bringing Genesys Call Control Into ServiceNow

Customer service and IT support teams often switch between Genesys, ServiceNow, and multiple business applications to manage a single customer interaction. This fragmented workflow increases manual effort, slows response times, and reduces agent efficiency.

The Genesys ServiceNow CTI Integration brings Genesys call handling capabilities directly into ServiceNow, enabling agents to answer calls, access customer information, manage cases, and update records without leaving their workspace.
By combining telephony controls with customer and service context, organizations can streamline workflows, reduce handling times, and deliver faster, more personalized customer experiences.

Key Capabilities

Embedded Genesys Call Controls in ServiceNow

Manage inbound and outbound calls directly within ServiceNow using an integrated Genesys softphone.

Automatic Screen Pop

Automatically display the relevant customer, incident, or case record based on caller information, helping agents identify callers and respond more efficiently.

Click-to-Call

Initiate calls directly from ServiceNow contacts, users, incidents, cases, and other records without manually dialing phone numbers.

Automatic Call Logging

Automatically capture call details, interaction history, and agent activities within ServiceNow, reducing after-call work and improving record accuracy.

Intelligent Customer Identification

Instantly identify callers and provide agents with immediate access to customer profiles, incidents, assets, and previous interactions.

Context-Aware Service Management

Provide agents with complete visibility into customer history, active incidents, service requests, cases, and knowledge resources while managing conversations.

Reduced Screen Switching

Keep agents within ServiceNow throughout the interaction, minimizing application switching and improving operational efficiency.

Secure Enterprise Integration

Enable secure communication between Genesys and ServiceNow with enterprise-grade access controls and secure data handling.

Benefits of Genesys ServiceNow CTI Integration

Consolidate Genesys telephony and ServiceNow workflows into one screen, reducing manual effort and simplifying interaction handling.

Enable agents to identify callers quickly, access relevant information instantly, and resolve customer requests more efficiently.

Provide agents with the complete customer and service context needed to resolve issues during the first interaction.

Automatically log interaction details and customer activities within ServiceNow, reducing manual updates and maintaining complete service records.

Deliver a familiar ServiceNow experience that minimizes training and enables agents to become productive faster.

Illustration of a call center agent sitting at a desk with Genesys and ServiceNow logos surrounded by icons representing workflow efficiency, contact center metrics, and integrated customer service.
Purpose-Built for Genesys and ServiceNow, Together

Purpose-Built for Genesys and ServiceNow, Together

The Genesys ServiceNow CTI Integration connects Genesys contact center platforms with ServiceNow, creating one connected view for customer service, IT service management (ITSM), and enterprise support teams.
Organizations can maximize their existing Genesys and ServiceNow investments while improving agent efficiency, streamlining service operations, and delivering better customer experiences.

Use Cases

Enable agents to answer calls, access customer records, manage cases, and resolve requests directly within ServiceNow.

Help service desk teams manage incidents, service requests, assets, and customer interactions from a single interface.

Provide HR and internal support teams with immediate access to employee records and service requests while handling calls.

Equip support agents with customer history, incident details, knowledge articles, and Genesys call controls to resolve technical issues more efficiently.

Genesys ServiceNow CTI integration interface displaying embedded telephony call controls inside the ServiceNow workspace.

Why NovelVox

The Genesys ServiceNow CTI Integration connects Genesys contact center platforms with ServiceNow, creating one connected view for customer service, IT service management (ITSM), and enterprise support teams.
These connectors link leading contact center platforms with enterprise applications like ServiceNow, enabling organizations to reduce screen switching, improve agent productivity, and deliver faster, more connected service experiences.
See Genesys ServiceNow
CTI Integration in Action
Discover how the Genesys ServiceNow CTI Integration helps agents manage customer interactions more efficiently while working directly inside ServiceNow.
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Overview

  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
  • 100+ third-party app integrations
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  • 1000+ Deployments in 20+ Countries

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  • About Yourself

Overview

  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
  • 100+ third-party app integrations
  • 18+ Years of Experience
  • 1000+ Deployments in 20+ Countries

In a hurry?

Connect with us right away through instant chat.

  • (928) 864-5100

Explore CTI Connector Solutions

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