{"id":45757,"date":"2024-05-09T14:26:00","date_gmt":"2024-05-09T14:26:00","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=45757"},"modified":"2024-05-09T14:27:11","modified_gmt":"2024-05-09T14:27:11","slug":"servicenow-and-genesys-partnership-promises-next-level-customer-and-employee-experiences","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/servicenow-and-genesys-partnership-promises-next-level-customer-and-employee-experiences\/","title":{"rendered":"ServiceNow and Genesys Partnership Promises Next-Level Customer and Employee Experiences"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-45761\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/05\/fp-55645375473543.jpg\" alt=\"Smiling contact center agent speaking in to headset\" width=\"598\" height=\"399\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/05\/fp-55645375473543.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/05\/fp-55645375473543-300x200.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences.<\/strong><\/p>\n<p>The collaboration aims to integrate Genesys Cloud platform with ServiceNow Customer Service Management to offer a unified solution called: <em><strong>Unified Experience from Genesys and ServiceNow<\/strong>.<\/em><\/p>\n<p>The new solution will leverage AI, automation, and digital capabilities to unify customer service teams, centralize routing, and optimize workforce engagement for personalized customer experiences.<\/p>\n<p>John Ball, senior vice president and general manager, customer and industry workflows at ServiceNow, said:<\/p>\n<blockquote><p>\u201cBringing together the deep expertise of Genesys in experience orchestration with ServiceNow Customer Service Management offers organisations a turnkey, intelligent solution that connects customer engagement with middle- and back-office operations. Together with Genesys, ServiceNow is defining a new era of customer service.\u201d<\/p><\/blockquote>\n<p>The partnership seeks to streamline service operations, lower costs, and reduce customer effort by connecting front-office interactions to back-office processes.<\/p>\n<p>The integrated capabilities are planned to be rolled out under controlled availability starting in Q4 of 2024 and will be sold by both Genesys and ServiceNow.<\/p>\n<p>Customers like Siemens Healthineers and Meijer have expressed excitement about the partnership and anticipate enhanced experiences for employees and customers.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences. The new solution will leverage AI, automation and digital capabilities..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/45757"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=45757"}],"version-history":[{"count":6,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/45757\/revisions"}],"predecessor-version":[{"id":45765,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/45757\/revisions\/45765"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=45757"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=45757"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=45757"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}