3 ways Genesys and ServiceNow enhance customer engagement

In an era where customer expectations are higher than ever, a single subpar interaction can drive customers straight to your competitors.

ServiceNow’s Customer Experience (CX) Trends report reveals a staggering insight: 69% of customers are likely to switch brands after one poor service experience. This isn't just a statistic; it’s a stark reminder that companies must revolutionize their approach to seamless, personalized service or face the inevitable consequences—diminished customer loyalty, a tarnished brand reputation and, ultimately, lost revenue.

On the flip side, running a contact center today isn’t easy. High agent turnover is depleting knowledge and increasing costs.

The ad hoc tools that once seemed like quick fixes to immediate problems or inefficiencies have turned into an operational nightmare, requiring endless workarounds to function together. Instead of helping teams, disconnected systems and engagement channels have created more inefficiencies, making employees manually piece things together.

Forcing users to navigate multiple applications to get information or perform a task can be soul-crushing. Yet 70% of customer service agents must “swivel chair” among four or more applications to get their daily work done, according to our research.

That’s why I’m excited to introduce Unified Experience from Genesys and ServiceNow. This turnkey solution helps enhance customer engagement by simplifying service delivery, removing silos, and providing better experiences for both employees and customers, as well as contact center admins, in three key ways.

1. A unified desktop for agents

For years, businesses have been chasing the idea of a single pane of glass—one interface where agents can do everything they need. But in most contact centers, agents still waste time switching between applications to find information for one customer request. Pop-ups and clunky integrations make the job even harder, leading to longer wait times and frustrating customers.

Unified Experience from Genesys and ServiceNow addresses these challenges by combining customer interactions, case management, workflow automation, and AI-driven assistance—all in one native workspace: Customer Service Management Configurable Workspace. This helps:

• Eliminate app-switching: Agents can manage interactions, access data, and resolve cases all in one view, regardless of the channel customers use.
• Reduce distractions: Say goodbye to disruptive pop-ups and outdated computer telephony integrations (CTIs) that make it difficult to assist customers quickly.
• Power real-time insights: AI delivers instant guidance based on customer context.

2. Centralized interaction and work routing

Most companies use multiple, disconnected systems to route customer interactions and manage back-office tasks. Our research found this is one of the biggest barriers to efficient service.

Customers have to repeat themselves every time they switch channels. Agents are assigned work that doesn’t match their expertise, slowing resolution time. Businesses waste money maintaining overlapping tech systems.

With Unified Experience from Genesys and ServiceNow, routing is fully centralized inside Genesys Cloud™, mitigating inefficiencies. This results in:

• No more gaps: Customer interactions and internal tasks are routed within a single AI-powered engine.
• Focused agents: Agents get work that matches their skills, expertise, and availability—without juggling multiple systems.
• Accurate reporting: Interactions across all channels are tracked in a single system, driving accurate scheduling and forecasting and meaningful insights.

3. Optimized workforce engagement

If contact centers have one universal challenge, it’s agent turnover. They have one of the highest churn rates, at 38% annually, according to SQM Group. When agents leave, they take valuable knowledge with them, increasing training costs and making customer experiences less consistent.

Onboarding new agents is costly, and having to learn numerous systems slows ramp-up speed. Agents toggle between multiple outdated systems and platforms, which are not user-friendly and require significant time to navigate and access needed information.

Experienced agents lack ongoing training and AI-driven support, according to CMSWire. Long hours and constant pressure lead to high turnover and decreased customer satisfaction.

Unified Experience from Genesys and ServiceNow provides agents with a personalized dashboard that helps them:

• Track performance and actively manage their schedules and adherence
• Receive AI-driven contextual guidance when they need it
• Develop their skills and advance professionally, improving job satisfaction

With all work routed in one centralized engine, supervisors and admins can use Genesys Cloud forecasting and scheduling to improve accuracy in their staff modeling and planning. Plus, AI insights help ensure consistent agent evaluations, while conversational intelligence helps uncover opportunities for improvement.

Deliver a unified customer experience

The combination of ServiceNow Customer Service Management and Genesys Cloud creates a smarter, more connected service operation that breaks down silos between front- and back-office teams. It automates routing to ensure work is delivered efficiently, unifies workflows through a single AI-powered interface, and improves workforce engagement.

Instead of juggling complex, fragmented tech stacks, businesses can simplify operations with a single, turnkey solution—reducing IT costs and making service delivery more efficient.

Find out more about how ServiceNow helps put AI to work for customer service.