Genesys Cloud CX

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  • 1.  When is an integration with ServiceNow planned?

    Posted 01-18-2017 17:01

    As far as I know there was an integration to ServiceNow with CaaS. When is this planned for PureCloud?



  • 2.  RE: When is an integration with ServiceNow planned?

    Posted 01-19-2017 19:19

    We have something different planned for PureCloud:  It's PureCloud for Chrome.  It's similar to a CRM integration in that shows a smaller UI to the agent, but it's provided through a browser extension rather than embedded within the external system.  

     

    The approach is a little different, so we've posted a brief article on our blog to introduce the product:  http://blog.inin.com/keep-customers-in-full-view-with-purecloud-for-chrome/#sthash.JMQaHoxV.dpbs.  

     

    Aside from this specific product, general purpose PureCloud features, such as our web services data dip connector and scripts may help you to create the agent experience you desire.