ServiceNow Connector for PureCloud

The ServiceNow Connector for Genesys Cloud integrates the Genesys Cloud Solution with the ServiceNow application. Via a simple click, contact center agents can access incident management data and hence provide a more informed service, make more informed decisions, and ultimately increase the agent's productivity and customer satisfaction.

The connector leverages call data to access the correct ServiceNow information, whether an account, a contact, or an incident. The information can be visualized via ServiceNow forms and views. The data is rapidly retrieved and supports the agent as soon as the call is assigned.

For outbound voice contacts, the adapter allows dialing from a ServiceNow form and initiating via a click-to-dial feature via the Genesys Cloud widget.

Genesys Cloud is embedded inside ServiceNow, so it is always visible and accessible, whichever interaction is being managed by the agent or ServiceNow screen or view is opened.

Multiple interactions can be managed both in Genesys Cloud and in ServiceNow.

Main features and functionalities

The adapter integrates ServiceNow with the Genesys Cloud Embeddable Framework, thus leveraging customer incident management in the multi-channel contact center.
The agent can access the appropriate customer data in real time via the call attached data. All the customer data will be available to ensure prompt and efficient service.
Widgets can be devised to retrieve and present the information as needed
Initiate outbound calls with full support of customer relationship information.
Use cases fully customizable using simple JS coding (and ServiceNow JavaScript APIs)

Use Cases

Inbound Call

Use Case Summary: When an Inbound call is established, the connector automatically creates an incident and searches for a contact that will be automatically associated with the incident itself. The ServiceNow search specifications can leverage the ANI or Genesys Cloud attached data. Coding a simple JS provided with the connector can easily change the use case.

Business Benefits: The agent can access the appropriate customer data in real-time via the call attached data. All the customer data will be available to ensure prompt and efficient service. 

Inbound Chat

Use Case Summary: When an Inbound chat is established, the connector automatically creates an incident and searches for a contact that will be automatically associated with the incident itself. The ServiceNow search specification can leverage the customer's phone number or Genesys Cloud attached data. Coding a simple JS provided with the connector can easily change the use case.

Business Benefits: The agent can access the appropriate customer data in real-time via the interaction attached data. All the customer data will be available to ensure prompt and efficient service. 

Inbound Email

Use Case Summary: When an Inbound email is established, the connector automatically creates an incident and searches for a contact that will be automatically associated with the incident itself. The ServiceNow search specification can leverage the email address or a Genesys Cloud attached data. Coding a simple JS provided with the connector can easily change the use case.

Click-to-Call

Screenshots

Demo Video