In today’s contact centers, agents need to respond quickly, access accurate information, and deliver personalized customer experiences. But when critical information is spread across multiple applications, even simple interactions can become complicated.

An agent may answer a call in Genesys, switch to ServiceNow to find customer details, review case history, manually create an incident, and move between screens throughout the interaction.

The result? More clicks, longer handling times, frustrated agents, and customers waiting for answers.

The Power of a Unified Agent Desktop

Pointel’s Genesys Adapter for ServiceNow helps eliminate this disconnect by bringing Genesys and ServiceNow together into a unified agent desktop.

Agents can access relevant customer information, interaction history, and ServiceNow records without constantly switching between applications.

This helps agents spend less time searching for information and more time helping customers.

How It Improves Agent Productivity

Reduce Screen Switching

Agents can access Genesys and ServiceNow information through a unified interface, reducing unnecessary navigation and improving workflow efficiency.

Access Customer Context Faster

Agents can quickly view customer details and interaction history, helping them understand the customer’s situation without repeatedly asking for information.

Automate Repetitive Tasks

Features such as automatic incident creation help reduce manual data entry and streamline customer service workflows.

Improve Accuracy

With synchronized customer and interaction information, agents can make better-informed decisions and provide more accurate responses.

Improve Agent Engagement

Simplified workflows reduce unnecessary effort, allowing agents to focus on conversations instead of managing multiple systems.

From Better Productivity to Better CX

Agent experience and customer experience are closely connected.

When agents have the right information at the right time, customers can receive:

• Faster issue resolution
• More personalized service
• Fewer repeated questions
• Smoother interactions
• More consistent support across channels

Pointel’s Genesys Adapter for ServiceNow helps connect customer engagement with service management, creating a more seamless experience for both agents and customers.

Built for Flexible Contact Center Workflows

Pointel’s adapter offers capabilities designed to meet different business requirements, including:

• Custom widgets
• Updatable custom fields
• Automatic incident creation
• REST and SOAP web service support
• Single Sign-On (SSO)
• Customizable integration

Make Every Interaction More Productive

The goal isn’t simply to reduce the number of screens. It’s about giving agents more time to listen, understand, and resolve customer needs.

With Pointel’s Genesys Adapter for ServiceNow, organizations can simplify agent workflows, improve productivity, and create better customer experiences through a connected, unified desktop.

Ready to transform your contact center?

📩 contact@pointel.com | ☎ +1 (732) 744-0440