Consumers think of your brand as a single entity, not a collection of disparate functions. They expect seamless service journeys, no matter how many departments are involved. Yet, many organizations still rely on multiple systems to route interactions across channels and agents to navigate numerous applications to get work done or assign tasks to middle- and back-office teams. Human middleware ties these manual processes and siloed technologies together, leading to frustrating and time-consuming experiences for both your customers and employees. 

Unified Experience from Genesys and ServiceNow simplifies cross-department collaboration by connecting agents with back-office teams, insights and processes to orchestrate more efficient engagements. Bring together customer service teams and their work onto a single desktop, centralize interaction and work routing across channels and departments, and optimize workforce engagement and customer journeys, all powered by AI.  Lower software, development and maintenance costs by consolidating your bespoke customer experience (CX) tech stack into a single, turnkey offering.  

Visit https://gsys.cx/unifiedexperience to request a personalized demo.  

Increase workforce productivity, boost customer loyalty and reduce total cost of ownership by combining the power of an industry-recognized leader in CCaaS with ServiceNow CSM: 

**Centralize interaction and work orchestration:**

Bring together front-office interactions with back-office tasks into the Genesys Cloud AI orchestration engine. Customer service teams receive precisely the work types and amount they can handle.

**Unified agent workspace**  

Empower your agents to own their work and careers with an extensible, purpose-built desktop. Access native interaction controls, customer information, AI assistance, scheduling, performance and training all in one workspace. 

**Workforce performance and planning**  

Accelerate performance using interaction data to spot patterns and training needs. Improve utilization rates and lower staff requirements with unified forecasting and scheduling of all work

**Common data layer**  

Aggregate real-time operations data from ServiceNow and engagement data from Genesys Cloud into a common data source, fueling AI enterprise-wide. 

**Work automation sync**  

Admins can configure ServiceNow cases to sync with Genesys Cloud work items, ensuring all departments have visibility into and ability to influence important customer-related tasks. 

**Flexible voice services**  

Integrate voice into ServiceNow CSM with Genesys Cloud Voice services. Purchase, activation and setup of telephony service is easy and efficient — or bring your own cloud carrier.