Genesys and ServiceNow

[Raegan Baker]

Hello.

I wonder if there is anyone in this community that uses both ServiceNow CSM for customer service and the Genesys system within their support center.

If so, I would love to set up a brief conversation to learn how you are utilizing both systems together.

[jordan_marshall]

We don't use the CSM, but we do use Genesys for our Helpdesk.  Recently integrated our calls from Genesys into ServiceNow to automatically create an interaction and have our helpdesk stay in ServiceNow instead of having to go to Genesys as well.  We used the ServiceNow connector in the Genesys AppFoundry store and it works great.  While our use case is small (customer call center uses a different CSM) it does function very well.