Human middleware is a leading cause of poor CX
Consumers think of your brand as a single entity, not a collection of disparate functions. They expect seamless service journeys, no matter how many departments are involved. Yet, many organizations still rely on multiple systems to route interactions across channels and agents to navigate numerous applications to get work done or assign tasks to middle- and back-office teams. Human middleware ties these manual processes and siloed technologies together, leading to frustrating and time-consuming experiences for both your customers and employees.
Deliver the unified experience your customers expect
Unified Experience from Genesys and ServiceNow simplifies cross-department collaboration by connecting agents with back-office teams, insights and processes to orchestrate more efficient engagements. Bring together customer service teams and their work onto a single desktop; centralize interaction and work routing across channels and departments; and optimize workforce engagement and customer journeys — all powered by artificial intelligence (AI). Lower software, development and maintenance costs by consolidating your bespoke customer experience (CX) tech stack into a single, turnkey offering.
