One Click to login to both the applications.

Choose a telephony option from among WebRTC, Softphone to recieve voice conversations. Edit the settings anytime on Genesys Cloud panel within your Servicenow.

Unified user Presence management among both the applications. Choose from configured statuses in Genesys Cloud to be available for the centrally managed campaigns & Queues or set a break reason to go on a break. 

Choose a Queue or Campaign on your Genesys Cloud panel in your Servicenow CRM. Input the number to be dialed. A call is initiated and connected to the user upon success.

Click on a Contact > Number within your Servicenow CRM to initiate a call. Choose a Campaign or Queue to associate the conversation with.

Manage presence settings with a One click Login/Logoff to your Campaigns & Queues. Recieve interactions from centrally managed outbound call campaigns on various dialing algorithms such as predictive, preview or progressive. Simultaneously attend to conversations on Queues.

On receiving an interaction, Get a Pop-Up of the Customer details in your Servicenow CRM as configured for your Queues. 

When multiple records are associated to a conversation ID, List of associated entities and secondary entities are shown to the user. Click to view and identify the relevant information record to tag the conversation with. 

Could also be configured to Dynamically Pop-up various entities such as contacts, accounts, incidents, opportunities or any other custom entity based on available information from interaction history, inputs in IVR, information within Servicenow records or any other 3rd party widgets used before starting the conversation.

Wrap up the conversation by adding notes and choosing a disposition code from those configured in Genesys Cloud. Wrap-Up Data and activity information automatically gets updated against the customer record in Servicenow. 

Provision for Custom user input fields to enter inputs while on a conversation. The inputs will automatically get synced with the configured entities in Servicenow.

Input fields can be configured to update simple plain user inputs as a string or by using a formula that gives a computed value involving data from user inputs, data from Servicenow, Genesys Cloud and any 3rd party application.

Handle multiple simulataneous conversations over multiple configured channels in your Genesys Cloud. (chat, email, voice, social media)

Each conversation opens up as a Tab on the Genesys Cloud Panel enabling users to switch from one to the other by a click. 

Collaborate with team members with the advanced communication options to confer with an expert or transfer to a team member or a Queue.