Genesys Cloud Connector
by Genesys Cloud Services, Inc.
Genesys & ServiceNow Unified. Elevate Agent Interactions, Enhance Customer Experience!
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
| 134 days of no change | ||
| 2026-04-27 | 57 | -57 |
| 21 days of no change | ||
| 2026-04-05 | 58 | -1 |
| 12 days of no change | ||
| 2026-03-23 | 60 | -2 |
| 51 days of no change | ||
| 2026-01-30 | 64 | -4 |
| 4 days of no change | ||
| 2026-01-25 | 66 | -2 |
| 18 days of no change | ||
| 2026-01-06 | 69 | -3 |
| 42 days of no change | ||
| 2025-11-24 | 67 | +2 |
| 12 days of no change | ||
| 2025-11-11 | 66 | +1 |
| 2025-11-10 | 64 | +2 |
| 11 days of no change | ||
| 2025-10-29 | 61 | +3 |
| 22 days of no change | ||
| 2025-10-06 | 60 | +1 |
| 7 days of no change | ||
| 2025-09-28 | 59 | +1 |
| 3 days of no change | ||
| 2025-09-24 | 58 | +1 |
| 2 days of no change | ||
| 2025-09-21 | 57 | +1 |
| 5 days of no change | ||
| 2025-09-15 | 56 | +1 |
| 5 days of no change | ||
| 2025-09-09 | 55 | +1 |
| 12 days of no change | ||
| 2025-08-27 | 54 | +1 |
| 2 days of no change | ||
| 2025-08-24 | 53 | +1 |
| 23 days of no change | ||
| 2025-07-31 | 51 | +2 |
| 15 days of no change | ||
| 2025-07-15 | 50 | +1 |
| 1 days of no change | ||
| 2025-07-13 | 49 | +1 |
| 16 days of no change | ||
| 2025-06-26 | 48 | +1 |
| 1 days of no change | ||
| 2025-06-24 | 46 | +2 |
| 2025-06-23 | 45 | +1 |
| 2025-06-22 | 44 | +1 |
| 11 days of no change | ||
| 2025-06-10 | 43 | +1 |
| 19 days of no change | ||
| 2025-05-21 | 42 | +1 |
| 2025-05-20 | 41 | +1 |
| 13 days of no change | ||
| 2025-05-06 | 39 | +2 |
| 3 days of no change | ||
| 2025-05-02 | 38 | +1 |
| 1 days of no change | ||
| 2025-04-30 | 37 | +1 |
| 2025-04-29 | 36 | +1 |
| 3 days of no change | ||
| 2025-04-25 | 35 | +1 |
| 8 days of no change | ||
| 2025-04-16 | 34 | +1 |
| 21 days of no change | ||
| 2025-03-25 | 33 | +1 |
| 2025-03-24 | 32 | +1 |
| 6 days of no change | ||
| 2025-03-17 | 31 | +1 |
| 2025-03-16 | 29 | +2 |
| 4 days of no change | ||
| 2025-03-11 | 28 | +1 |
| 9 days of no change | ||
| 2025-03-01 | 27 | +1 |
| 15 days of no change | ||
| 2025-02-13 | 26 | +1 |
| 2025-02-12 | 25 | +1 |
| 5 days of no change | ||
| 2025-02-06 | 24 | +1 |
| 34 days of no change | ||
| 2025-01-02 | 21 | +3 |
| 63 days of no change | ||
| 2024-10-30 | 16 | +5 |
About
_Note - To download this app from the ServiceNow store, you will need an active subscription for the Genesys Cloud Connector purchased from Genesys._
Genesys Cloud Embeddable Framework and ServiceNow are seamlessly integrated through our new Genesys Cloud Connector, offering enhanced multi-channel contact center capabilities within CSM, ITSM and HRSD instances of ServiceNow. This integration ensures that the Genesys Cloud widget remains consistently visible and functional, irrespective of the active ServiceNow screen or view, enhancing the agent's interaction, case, and incident handling experience.
In CSM instances, the connector empowers users to create a new case or screen-pop existing ones as per customer requirements. Additionally, it enables the creation of interaction records for both inbound and outbound interactions. Likewise, for ITSM instances, the connector facilitates the creation of new incidents or screen-pops for existing incidents based on workflow specifications.
The connector leverages call data to swiftly access relevant ServiceNow details, whether it's about cases, incidents, interactions, or even custom entities. Upon answering the call, the participant data is instantly retrieved from Genesys Cloud and presented in the agent's UI.
Upon interaction completion, the connector seamlessly transfers ServiceNow incident/case data to Genesys Cloud, empowering customers to integrate this data with Genesys interactions and leverage Genesys reports for in-depth analysis.
The connector provides the option to click-to-dial using the Genesys Cloud widget to initiate outbound voice calls from a ServiceNow form.
Key Features
· Genesys Cloud Widget in ServiceNow
· Contact Search
· Automated ServiceNow Interaction Creation and Screenpop
· Automated ServiceNow Case Creation and Screenpop
· Automated ServiceNow Incident Creation and Screenpop
· Service Now data update to Genesys IXN
· Click To Dial