ServiceNow and Genesys announced a strategic partnership to elevate customer and employee experiences. The two companies plan to integrate the Genesys Cloud? platform with ServiceNow Customer Service Management (CSM) to deliver a turnkey, AI-powered solution for organizations worldwide called Unified Experience from Genesys and ServiceNow.

By combining industry leading AI, automation, and digital capabilities from both companies, Unified Experience from Genesys and ServiceNow brings together the best of each platform to unify customer service teams through a single desktop, centralize routing across departments and channels, and optimize workforce engagement for more personalized customer experiences and simplified employee experiences. The new solution, available later this year, will be designed to unite employees spanning the front and back office, centralize interaction and work routing across channels and departments, and optimize workforce management and customer journeys, all powered by AI. Unify customer service teams: Agents have access toa single workspace in ServiceNow CSM that integrates the necessary data and tools for engaging customers across digital and voice channels, leveraging AI-driven recommendations to swiftly capture and fulfill customer requests.

An interactive view of their schedule, performance, and training opportunities helps contact center employees onboard quickly, continually grow and develop skills, and respond rapidly to customer inquiries. Centralize interaction and work routing in one engine: Leveraging the AI-powered experience orchestration capabilities of Genesys Cloud, the new solution will be designed to bring together end-to-end interaction and work routing across employees, bots, channels and systems, improving self- and human-assisted customer experiences. This will be underpinned by ServiceNow?s AI platform for digital business that connects the front-, middle-, and back-office through workflow automation, helping agents solve simple and complex customer issues more efficiently.

Optimize workforce engagement and customer journeys: The ability to visualize, measure, and monitor workforce and customer journey performance with an integrated solution and unified and open data platforms will help provide organizations actionable, real-time insights to make informed, data-driven decisions. Supervisors gain more understanding to streamline staffing workflows and scheduling while enhancing employee productivity.