Genesys integration with Service Now

Query1
Tera Contributor

‎01-23-2023 01:25 AM

I didn't find any document (best practice, etc) related to Genesys integration with the ServiceNow platform (http://www.servicenow.com/). Has anyone managed this scenario?
Any feedback would be very appreciated.
Thank you in advance!

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RahulMishra01
Tera Contributor

‎11-27-2023 04:24 AM

I would like to suggest 2 methods to connect your ServiceNow Application with Genesys, they are - 

 

  1. Integrate ServiceNow application with your Genesys Agent Desktop  - this will be an addition of application to your current agent desktop. If this is something that’s not supported, you can go for third-party agent desktop software that connects Genesys telephony along with other applications( like ServiceNow) for a unified agent experience. A good choice if you work with too many apps. 

 

  1. Go for a ServiceNow CTI Connector for Genesys - here, a small CTI gadget will be embedded within your ServiceNow screen, allowing you to handle Genesys interactions from within the ServiceNow screen. A good choice if you primarily work with ServiceNow app and Genesys telephony. 

 

Hope this helps!

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