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ServiceNow CTI Connector for Genesys Contact Center

Achieve optimal agent performance through seamless integration of Genesys phone system with ServiceNow

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ServiceNow CTI Connector for Genesys Contact Center​
15+

Years of Expertise

300+

Deployments in 20+ Countries

98.7%

Retention Ratio

Deliver Efficient Customer Service in Your
 Genesys Contact Center with ServiceNow CTI Integration

Improve agent workflows and response time in Genesys Contact Center with Smart CTI Connector for ServiceNow. Utilize the unified interface for effortless call handling and contextual communication.

Unified Customer Interactions within ServiceNow

Move beyond traditional telephony and boost agent performance with NovelVox’s Genesys ServiceNow CTI integration.
  • Retrieve customer details seamlessly without switching between screens
  • Enable effective query resolution and agent automation with features such as screen pop, automated call logging, single sign on, call disposition, etc.
servicenow genesys integration
Omni-channel Experience for Genesys PureCloud

Seamless Omni-channel Experience for Genesys PureCloud

Revolutionize customer interactions by going beyond traditional voice interactions with omni-channel CTI for Genesys. Effortlessly access real-time data from connected channels, including email and chat, within the embedded CTI interface.
  • Enable Genesys email and chat interactions within ServiceNow
  • Supports Genesys Cloud embeddable framework for omni-channel engagements
  • Empower agents to handle interactions contextually from all channels other than voice

Maximize Agent Potential with Productivity Add-ons

Empower your agents to deliver a consistent and exceptional customer experience with NovelVox’s suite of productivity add-ons offering seamless ServiceNow-Genesys CTI integration.
  • Optimize your team’s performance by centralizing and categorizing information with an up-to-date and easily accessible Knowledge Base.
  • Configure easily with an in-built Case Management tool
  • Enable agents to identify areas for improvement with interactive Agent Dashboards
servicenow CTI connector

Automated Processes with
Pre-built Integrations

NovelVox facilitates the integration of over 75 business applications, including industry-specific apps, ticketing systems, and agent productivity tools, with ServiceNow for workflow automation and increased contact center efficiency.
  • Integrations compatible with ServiceNow Quebec, Orlando, Paris, Newyork, and Madrid
  • Compatible with Genesys Cloud, Engage, and PureCloud.
  • Leverage additional third-party app integrations readily available for ServiceNow.

FAQ

ServiceNow Genesys CTI Connector is a software integration that connects Genesys phone systems with ServiceNow’s IT Service Management (ITSM) platform. The integration allows agents to receive and make calls directly from within the ServiceNow platform leveraging the embedded call controls inside ServiceNow.

Beside call actions, a CTI connector also allows fetching key caller information, such as their name, phone number, and other relevant data right within the CTI interface, allowing managing interactions more effectively. Overall, the ServiceNow Genesys CTI integration helps organizations to streamline their service operations, improve customer service, and increase efficiency.
Yes, the solution can be customized to meet specific business requirements. Customization of both gadget UI as well as service workflows is possible with Smart CTI Connector from ServiceNow. However, to be able to customize the gadget UI, NovelVox technical team would require an additional server.

To know more about such limitations, get in touch with NovelVox Solution Experts.
NovelVox offers seamless integration with Genesys embeddable framework which allows unifying interactions from Genesys email and chat for enabling blended omni-channel support inside ServiceNow. In short, by integrating Genesys Cloud systems with ServiceNow, organizations can empower agents to handle Genesys email and chat interactions from within the ServiceNow screen, thereby enhancing the agent and customer experience.
S. NoSupported Version_ ServiceNowSupported Version_ Genesys
1.

• Quebec

• Orlando

•  Paris

• Newyork

• Madrid

• Genesys Cloud

• Engage

• PureCloud

The solution supports Serverless, On Prem, and Hybrid deployment modes to match your unique business requirements.
What our customers say
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Mohammed Yasin

Agent desktop by NovelVox ensured better agent and customer experience. Its ability to easily customize and create gadgets as per our needs is truly amazing.

Mark Coleman

We no more need to worry about exposing all customer information from CRM and our internal data to agents. Agents now have access to only that information which they require for handling calls. We explored many solutions but NovelVox was the only one who delivered it. It’s been working great so far.

Tim Nicholas

NovelVox has helped us improve the overall agent-customer experience with not just the screen pop application, but also by building a desktop as per our specific requirements. It’s exactly what we needed.

Audrey Hill

I research and found NovelVox to be the one support with the condo with the different applications from ServiceNow to Salesforce to Excel, so with the different applications with one product they are so flexible.

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