ServiceNow Connector for PureCloud

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

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

For outbound voice contacts, the adapter offers the ability to dial from a ServiceNow form and initiate via a click-to-dial feature via the PureCloud widget.

PureCloud is embedded inside ServiceNow so is always visible and accessible whatever interaction is managed by the agent or whatever ServiceNow screen or view is opened.

Multiple interactions can be managed both in PureCloud and in ServiceNow.

Main features and functionality

The adapter integrates ServiceNow with the PureCloud Embeddable Framework thus allowing customer incident management to be leveraged in the multi-channel contact center.
The agent is able to access in real-time the appropriate customer data via the call attach 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 search for a contact that will be automatically associated to the incident itself. The ServiceNow search specification can leverage the ANI or a PureCloud attach data. The use case can be easily changed coding a simple JS provided with the connector.

Business Benefits: The agent is able to access in real-time the appropriate customer data via the call attach 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 search for a contact that will be automatically associated to the incident itself. The ServiceNow search specification can leverage the customer phone number or a PureCloud attach data. The use case can be easily changed coding a simple JS provided with the connector.

Business Benefits: The agent is able to access in real-time the appropriate customer data via the interaction attach 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 search for a contact that will be automatically associated to the incident itself. The ServiceNow search specification can leverage the email address or a PureCloud attach data. The use case can be easily changed coding a simple JS provided with the connector.

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Screenshot

Demo Video