CTI > ServiceNow, Genesys Cloud
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Integrate ServiceNow with Genesys cloud

So that agents have customer data, workflows, and engagement tools -   All in one place.
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Supercharge your contact center productivity.

With CTI integration, Genesys cloud functionality is embedded in ServiceNow as a widget. Not only does it give a single interface for Agents, but can invoke workflow to popup contextual data in serviceNow and automatically sync conversational data from Genesys Cloud.

One App for your contact center users.

With Genesys Cloud embedded within ServiceNow platform, users have one place for all the required tools and data. 

Unified interface.

All the required tools and data in one place.

  • Single Sign-on to Genesys Cloud with ServiceNow.
  • Embedded Communication tools of Genesys Cloud within ServiceNow.
  • Contextual Pop-up of customer record when a conversation begins.
  • Data Sync of relevant conversation data between Genesys Cloud & ServiceNow.
  • More than just voice - Handle calls, chats, Emails & Messaging configured on Genesys Cloud from within ServiceNow.

Handle conversations efficiently and effectively. Increase agent productivity.

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Watch & learn more about Agent usage of the integrated app.

Watch & learn more about Agent usage of the integrated app.

For all model driven apps of ServiceNow

CX play utilizes ServiceNow's Openframe to seamlessly integrate Genesys Cloud with all model-driven apps of ServiceNow.

IT Service
Management

Customer Service Management

HR Service
Delivery

Procurement Service Management

Custom
ServiceNow App.

ServiceNow versions & Workspaces

Quebeq, San Diego, Utah, Washington DC
  Service Operation Workspace CSM Workspace HR Agent Workspace Procurement Specialist WorkspaceClassic UI

Setup in minutes, not days.

 With Visual designer, integrating ServiceNow - Genesys Cloud is a breeze. Setup in minutes.

Visually configure CTI  in minutes. No coding required.

With the visual designer to configure the CTI integration, setting up is fast and easy.

With a guided wizard setup fast without the need of indepth system knowledge of either apps.

  • Granular configuration options to personalize upto a queue level.
  • Guided setup wizard.
  • Faster change management and without the need of a development resource.
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UI Editor

Control what your agents see and how they see.

Edit unwanted UI elements for your process or add elements that help fulfill agent's tasks faster.

  • Enable / Disable optional functionalities as required for your business process.
  • Customize data visibility & operations on data like search from within the CTI.
  • Add UI elements to invoke CRM functions on a single click while on a conversation. (ex. to create a missing entity & tag to the conversation).
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BETA

Personalize Agent Experience

A global team needs a wide set of personalization. Starting with language options to specific routing to be used when a conference is initiated in a team.

With CXPlay, set agent level personalizations to meet the varied requirements of teams all over. 

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Comming Soon.

AI led Agent Assist & intelligent data visualization.

Assist agent with AI led suggestions on the click of a button. Provide 

Provide insights from data with 3rd party systems that help in agent's conversations.

  • BYOT - Configurable option to bring your own suite of a Transcriber, knowledge base & AI engine.
  • Customizable space for custom data visualiozation.
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Curious how it is done ?

Here's a step by step look at how it is setup.

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Activate your App

Adds CXPlay CTI subscription to your Genesys Cloud Org.
  • Appfoundry

    Under 1 Minute.

    The first step > authorizing the CXPlay CTI app for ServiceNow from Genesys Appfoundry as a valid subscription to your Genesys Cloud Org.

  • oAuth

    2-3 Minutes.

    Once activated, the next step is to click the 'My Apps' section in your Genesys Cloud admin > Select CXPlay and run the wizard to grant oAuth.

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Update Openframe library

Install Openframe library, Setup CTI.
  • Install Openframe

    Under 1 Minute.

    Next, you login to your ServiceNow and install openframe service add-on to your ServiceNow platform. 

  • Create a Company App.

    Under 1 Minute.

    Next, you login to your ServiceNow and install openframe service add-on to your ServiceNow platform. 

  • Update CTI Library

    2-3 Minutes.

    Update CTI library with CXPlay's CTI restful API repo.

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Configure CTI

Set Queue specific details for Conversational context, Contextual Pop-up & Data Sync.
  • Activate your App.

    Under 1 Minute.

    Investigating - We're currently experiencing an issue that's preventing Forms, Meetings and Ads from being modified. All existing forms on websites continue working and accepting submissions. We're actively investigating the cause of this issue and will update this page when more information is available.

  • Org Details

    2-3 Minutes.

    Investigating - We're currently experiencing an issue that's preventing Chatflow settings from being modified. We're actively investigating the cause of this issue and will update this page when more information is available.

  • Set Context

    5 Minutes.

    Investigating - We're currently experiencing an issue that's preventing Chatflow settings from being modified. We're actively investigating the cause of this issue and will update this page when more information is available.

  • Contextual Popup

    BETA

    Personalize Agent Experience

    Seamlessly integrate our workflow automation designer into your SaaS, and empower your customers to craft complex automations using a visual builder.Get our mobile app

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  • Data Sync.

    BETA

    Personalize Agent Experience

    Seamlessly integrate our workflow automation designer into your SaaS, and empower your customers to craft complex automations using a visual builder.Get our mobile app

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Voila ! your setup is complete.

Your CTI integration is complete, you may login and start attending to conversations from within your ServiceNow app.
You may proceed with advanced settings to configure SSO and other process specific agentside personalizations.

Secure and reliable technology

Scale on-demand with elastic infrastructure and boldly drive your integration strategy backed by robust governance, security and controls. Your organization will move faster, while you remain confident your most sensitive data is secure and critical systems are protected.

SOC 2
Compliant
GDPR
Compliant
Data
Encryption
Flexible
Deployment

Use Cases

The CXPlay CTI integration for ServiceNow , Genesys Cloud can power many different use cases, all benefiting from the same built-in features.

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Deployment with a distributed workforce.

Deployment usecase for a distributed team with a single instance of ServiceNow & multiple Genesys Cloud Orgs - vice versa with localised settings for language preference & ...

Explore
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ITSM -Genesys Cloud for a Customer helpdesk.

Genesys Cloud integration usecase for a team using ServiceNow ITSM module.

Explore
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HRSD with Genesys Cloud.

HR Service Delivery integration usecase with Genesys Cloud.

  • Centralised HRSD for a global workforce.
Explore
Want to read more? Go here  >

Ready to setup this integration ?

Resources

Guides & Resources to help you move faster.

Agent Features - Fact Sheet.

Explore the complete set of features for contact center agents in the integrated app.

Learn more . > 
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Solution Architecture 

Learn more about Architecture, Prerequisites and design considerations that fulfill the integration.

Learn more  > 
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Trusted by Enterprises, SI Partners and more than 100 of you

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faq

ITSM, CSM, HRSD, PSM
Qubec, Washington DC, Xanadu, Utah
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