The two companies will integrate Genesys Cloud
with ServiceNow Customer Service Management (CSM) to deliver a
turnkey, AI-powered solution for customer service and support in
the contact center and beyond
Knowledge 2024 – Today, at ServiceNow’s annual customer
and partner event, Knowledge 2024, ServiceNow (NYSE: NOW), the AI
platform for business transformation, and Genesys®, a global leader
in AI-powered experience orchestration, 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.
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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.
“Many companies prioritize customer engagement yet overlook the
crucial aspect of fulfilling a customer’s request efficiently. This
has led to a reliance on disparate systems to solve customer
issues, with human middleware needed to tie fragmented processes
together,” said John Ball, senior vice president and general
manager, customer and industry workflows at ServiceNow. “Bringing
together the deep expertise of Genesys in experience orchestration
with ServiceNow Customer Service Management offers organizations 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.”
“Earning customer loyalty requires organizations to scale
personalized, end-to-end experiences. This is possible with an
AI-powered solution that connects data, systems, employees, and
communication channels to create a 360-degree view of the customer
experience,” said Olivier Jouve, chief product officer, Genesys.
“By partnering with ServiceNow, Genesys is advancing its Experience
as a Service® vision, making it easier for organizations to connect
and orchestrate data across systems. Through a native integration
between Genesys Cloud and ServiceNow Customer Service Management,
organizations can break down silos, improve employee collaboration
and productivity, and deepen their customer relationships.”
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 to a
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 industry-leading 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.
"The partnership between ServiceNow and Genesys will accelerate
time to value, enhance efficiency, and elevate customer service and
support in the contact center and beyond while lowering the ongoing
costs,” said Rebecca Wettemann, CEO and principal analyst, Valoir.
“The collaboration is a significant step toward delivering on the
entire end-to-end customer journey by connecting front-office
interactions to back-office processes, allowing businesses to
streamline service operations, lower costs, and reduce customer
effort.”
What customers are saying:
“At Siemens Healthineers, we embrace technology, data and AI to
support every patient’s health journey,” said Jochen Hostalka, SVP
IT Customer & Enterprise Services at Siemens Healthineers AG.
“ServiceNow and Genesys have been very important partners for us as
we are digitalizing the delivery of services for our employees and
patients. We expect that this collaboration will help us to further
simplify and enhance the patient experience.”
“At Meijer, we focus on our customers and thrive by meeting
their needs and exceeding their expectations,” said Karel Soukal,
Director, IT Platforms & Enablement, Meijer. “As a customer of
both ServiceNow and Genesys, we’re excited about the future of this
partnership. We’re looking forward to closer alignment and
integrations that will help us drive business success while
boosting productivity for team members and earning customer loyalty
along the way.”
Availability
- Genesys and ServiceNow integrated capabilities are planned to
be rolled out under controlled availability starting in Q4 of 2024
and are intended to be sold by both Genesys and ServiceNow.
- Organizations can access the Genesys Cloud ServiceNow Connector
today on the ServiceNow Store and Genesys AppFoundry®
Marketplace.
Use of Forward-Looking Statements
This press release contains “forward-looking statements” about
the expectations, beliefs, plans, and intentions relating to
ServiceNow’s collaboration with Genesys to build an AI-powered
solution . Such statements include statements regarding future
product capabilities and offerings and expected benefits to
ServiceNow and Genesys. Forward-looking statements are subject to
known and unknown risks and uncertainties and are based on
potentially inaccurate assumptions that could cause actual results
to differ materially from those expected or implied by the
forward-looking statements. If any such risks or uncertainties
materialize or if any of the assumptions prove incorrect, the
results of ServiceNow and Genesys could differ materially from the
results expressed or implied by the forward-looking statements
made. ServiceNow and Genesys undertake no obligation, and do not
intend, to update the forward-looking statements. Factors that may
cause actual results to differ materially from those in any
forward-looking statements include: (i) delays and unexpected
difficulties and expenses in executing the collaboration or
delivering the product capabilities and offerings, (ii) changes in
the regulatory landscape related to AI and (iii) uncertainty as to
whether sales will justify the investments in the product
capabilities and offerings. Further information on factors that
could affect ServiceNow’s financial and other results is included
in the filings ServiceNow makes with the Securities and Exchange
Commission from time to time.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240507065113/en/
Theresa Ianni ServiceNow Public Relations 216-544-6817
press@servicenow.com Marielle Sedin Genesys, External
Communications 510-967-2964 marielle.sedin@genesys.com
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