Genesys Workspace integration for ServiceNow
Today, companies expect customer service solutions to integrate into their CRM or risk management systems like ServiceNow without expensive customization work. They require seamless integration that gives their contact center complete visibility into customer data contained in ServiceNow without extensive effort and cost. Yet, their internal structure can make this problematic since two different teams and cost centers typically manage Genesys and ServiceNow solutions.
The Genesys Workspace Desktop Edition (WDE) Connector eliminates the extensive ServiceNow work usually required to customize the CRM and contact center connection. Keeping as much customization as possible within the WDE Connector’s scripting module reduces the total cost of the integration and allows the business to maintain control in Genesys instead of in the case management system.
The WDE Connector makes ServiceNow a service for the contact center, allowing ServiceNow to control the external toolbar and WDE to control ServiceNow. With the WDE Connector, caller data from ServiceNow is attached to service and sales calls in real-time. Hence, agents have the information they need to provide first-call resolution efficiently.
As part of the Genesys Professional Services asset portfolio, the WDE Connector expands the footprint of Genesys Workspace, allowing it to interact with the ServiceNow desktop and enhance agent productivity by providing screen pop, case transfer, and click-to-dial functionality.
Highlights
The WDE Connector integrates ServiceNow with WDE to leverage case management and incident management services in the multichannel contact center.
The agent can access the appropriate customer data in real-time via the caller attached data. Whether a service or a sales call, the customer data ensures prompt and efficient service.
Widgets can be devised to retrieve and present the information as required.
Outbound calls are initiated with full support of customer relationship information.
- Multichannel ready
- Keep Alive Protocol between WDE and the ServiceNow session
- EventHandler processing (screen pop based on attached data, ANI)
- Command Processing from ServiceNow: Make Call, Attach Data, and Custom Commands
- Management of multiple interactions inside ServiceNow
- Works with Genesys version 8 and above
Supported Systems
Operating Systems: All the WDE-supported Operating Systems
ServiceNow: from version Geneva and above