Genesys, the global cloud player in AI-powered experience orchestration, and ServiceNow, the AI platform for business transformation, have announced a strategic partnership at ServiceNow's annual customer and partner event, Knowledge 2024. Their integrated solution, named Unified Experience from Genesys and ServiceNow, is set to provide customer service and support in the contact centre and beyond and is anticipated to be available later this year.
The collaborative solution combines AI, automation, and digital capabilities from both platforms to unite customer service teams in a streamlined workspace. This aims to centralise routing across departments and channels and leverage AI-driven recommendations to swiftly fulfil customer requests. The comprehensive solution is also designed to optimise workforce engagement and produce more personalised customer experiences.
John Ball, Senior Vice President and General Manager of Customer and Industry Workflows at ServiceNow, stated, "Many companies prioritise 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." He believes that combining the deep expertise of Genesys in experience orchestration with ServiceNow Customer Service Management can create a new era of customer service.
Olivier Jouve, Chief Product Officer at Genesys, observed, "Earning customer loyalty requires organisations to scale personalised, end-to-end experiences." He advocates for an AI-powered solution that connects data, systems, employees, and communication channels to create a 360-degree view of the customer experience. The partnership with ServiceNow is asserted to bolster Genesys's Experience as a Service vision, facilitating easier connections and orchestration of data across systems.
The Unified Experience from Genesys and ServiceNow solution aims to streamline operations. It seeks to unify customer service teams, afford them an interactive view of customer requests and their performance, centralise work routing, and optimise workforce engagement and customer journeys. All these will be powered by AI.
Experts welcome this development. Rebecca Wettemann, CEO and Principal Analyst at Valoir, asserts, "The partnership between ServiceNow and Genesys will accelerate time to value, enhance efficiency, and elevate customer service and support in the contact centre and beyond while lowering the ongoing costs." She sees this as a significant stride towards delivering an end-to-end customer journey by linking front-office interactions to back-office processes, thus helping businesses to streamline service operations, reduce costs and decrease customer effort.
Meanwhile, customer reactions so far have been positive. For instance, Karel Soukal, Director of IT Platforms and Enablement at Meijer, stated, "As a customer of both ServiceNow and Genesys, we are excited about the future of this partnership. We are 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."
