Genesys Cloud - Main

Hi Folks,

My client is requesting to enable integration between Genesys and servicenow.

Client is looking to allow his helpdesk agents to login to Genesys using Servicenow.

in addition they looking to allow the caller to hear the list of opened tickets from Genesys IVR based on the contact #ANI and choose the ticket he want to follow up with agent.
once call arrive agent who is in Servicenow the screen pop should have the ticket and interaction of the caller.

Let me know the steps from Genesys side in simple way e.g. bullet points .
and what type of connector i need to buy from Appfounrdry as there are a lot of Servicenow connectors there.

Thank you in advance for your input.

#Implementation

------------------------------
Mahmoud Alshobaki
Senior Consultant
------------------------------

Hi Folks,

My client is requesting to enable integration between Genesys and servicenow.

Client is looking to allow his helpdesk agents to login to Genesys using Servicenow.

in addition they looking to allow the caller to hear the list of opened tickets from Genesys IVR based on the contact #ANI and choose the ticket he want to follow up with agent.
once call arrive agent who is in Servicenow the screen pop should have the ticket and interaction of the caller.

Let me know the steps from Genesys side in simple way e.g. bullet points .
and what type of connector i need to buy from Appfounrdry as there are a lot of Servicenow connectors there.

Thank you in advance for your input.

#Implementation

------------------------------
Mahmoud Alshobaki
Senior Consultant
------------------------------

Hi Folks,

My client is requesting to enable integration between Genesys and servicenow.

Client is looking to allow his helpdesk agents to login to Genesys using Servicenow.

in addition they looking to allow the caller to hear the list of opened tickets from Genesys IVR based on the contact #ANI and choose the ticket he want to follow up with agent.
once call arrive agent who is in Servicenow the screen pop should have the ticket and interaction of the caller.

Let me know the steps from Genesys side in simple way e.g. bullet points .
and what type of connector i need to buy from Appfounrdry as there are a lot of Servicenow connectors there.

Thank you in advance for your input.

#Implementation

------------------------------
Mahmoud Alshobaki
Senior Consultant
------------------------------

You have several options for connectors.  Let's break this down.

1. Data Actions for Architect Flows
   You can use the ServiceNow REST API to query for account/contact information and open tickets as well as changing status or creating new ones.  This does not require any special integration. Here is a free download for sample data actions:  https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/09813aca-d1da-41cf-894b-f1bbb2f4b7ae 
   
   
2. CTI plug-in
   This allows the Embedded Framework to be inside of the ServiceNow interface.  There are several available on AppFoundry including this one from Smart Technologies:  https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/63f3e200-0a04-4761-b471-bd73a90161d9.  Most will have similar features since they are all used Genesys Embedded Framework to route interactions to agents and to do the screen pop.
3. Genesys Unified Experience for ServiceNow
   This is a new-and-improved integration that was designed by both Genesys and ServiceNow to take advantages of both platforms.  It is really new and does require a bit more knowledge to install.  It is also more expensive than the CTI integration.

Let me know if you have other questions.

Hi Folks,

My client is requesting to enable integration between Genesys and servicenow.

Client is looking to allow his helpdesk agents to login to Genesys using Servicenow.

in addition they looking to allow the caller to hear the list of opened tickets from Genesys IVR based on the contact #ANI and choose the ticket he want to follow up with agent.
once call arrive agent who is in Servicenow the screen pop should have the ticket and interaction of the caller.

Let me know the steps from Genesys side in simple way e.g. bullet points .
and what type of connector i need to buy from Appfounrdry as there are a lot of Servicenow connectors there.

Thank you in advance for your input.

#Implementation

------------------------------
Mahmoud Alshobaki
Senior Consultant
------------------------------