Associates from the contact center industry would agree with my words. ServiceNow is among the prominent CRMs which is used across contact centers worldwide. But agents may not be able to deliver personalized customer service to every customer, by answering & hanging up calls with a single click, right?
Is this a possibility? Without second thoughts, the ServiceNow CTI Integration with Genesys can make this possible by bringing the telephony system to the CRM screen.
ServiceNow is a cloud-based platform that is widely used for automating workflows. It equips an organization with robust capabilities that improve the customer experience.
What if a CTI Connector for ServiceNow enhances its functionalities to perform even better? Wouldn’t it be similar to Oracle’s skills in invading secured data using her super-hacking skills & helping Batman?
Integrating a ServiceNow CTI connector for Genesys contact center can easily automate calls with a single click. There’s more to it because a screen pop feature emerges giving a consolidated view of the customer’s general details that include name, previous conversation, purchase (if any), etc.
All in all, integrating ServiceNow CTI with Genesys Pure Connect, Cloud, and Engage proves to be beneficial for agents & customers alike. Agents can be productive and decrease AHT as they get access to customer’s data in a consolidated manner. On the other hand, customers get a personalized experience that leads to trust building.
Simplifying Agent’s Job With ServiceNow Integration for Genesys Contact Center
With the help of a CTI connector, it becomes easier to integrate the telephony system with the CRM. Here, in the case of ServiceNow CRM, the agent will get the calling features on the dashboard itself. Here’s an example of how an agent’s job is sorted by integrating ServiceNow CTI with Genesys.
Agents receive numerous calls throughout the day from customers who mention a quick resolution to their queries. For every call received, agents need to switch to their CRM screen, while maintaining the line, to lead to a conversation falling in context to the query. Undoubtedly, it is time-consuming & tiresome at the same time.
Do you think customers would get the right solution? Now, imagine the same situation with ServiceNow CTI integration with Genesys contact center.
Agents would be able to greet customers because their general details will pop up on the screen. Initiating a contextual conversation would be a breeze, and switching between screens would be tossed away. This means productivity levels increased, AHT decreased, FCR increased, and incentives assured for the agent.
In other words, ServiceNow CTI integration with Genesys makes an incredible team for steering a business toward growth. Let’s look at some reasons why ServiceNow CTI integration with Genesys is beneficial.
ServiceNow Genesys Integration: An Incredible Team
Just like Oracle & Batman, ServiceNow CTI for Genesys can be a masterstroke for contact centers. Here’s how it goes:
Streamlined Operations
In the Batman episode, Oracle helps Batman coordinate his efforts effortlessly. Similarly, integrating ServiceNow CTI with Genesys streamlines your operations. It ensures that customer data, service requests, and incident management flow seamlessly between platforms, reducing response times and increasing efficiency.
Enhanced Customer Experiences
Batman’s success often relies on Oracle’s ability to provide real-time information. With ServiceNow telephony integration with Genesys, you gain a comprehensive view of customer interactions and service history, allowing you to provide personalized and efficient support. Your customers will feel like they have their very own Oracle guiding them.
Data-Driven Decisions
Oracle’s knowledge empowers Batman to make informed decisions. Likewise, ServiceNow CTI integration with Genesys integration provides access to valuable data and analytics. This enables you to make data-driven decisions that improve processes and customer satisfaction, just like Batman relies on Oracle’s insights to combat crime effectively.
Conclusion
Common challenges of modern businesses can be tackled by integrating the right technology and software. By embracing ServiceNow CTI for Genesys, you can easily upgrade interacting with customers & offer them a personalized experience.
NovelVox is among the prominent CX solution providers in the market. Its experience of more than a decade speaks volumes for its credibility in the domain. As a leader in the CX market, it offers a wide range of solutions that include Wallboards, Agent Desktops, and CTI integrations including the ServiceNow CTI connector for Genesys.
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