Ottawa, ON – January 16, 2018 – InGenius®, a computer telephony integration innovator, announced support for Genesys phone systems with the Now Platform™. The new integration will let customers using ServiceNow® IT Service Management (ITSM) and Customer Service Management (CSM), gain greater productivity and upgrade the end-user experience for callers with Genesys PureEngage.
The newly supported telephony system, Genesys PureEngage, is powered by Genesys Enterprise Edition, a highly scalable and customized call center solution that businesses can run in the cloud or on-premise. This customer experience platform supports contact center infrastructure and helps deliver hyper-personalized customer journeys at scale.
With InGenius Connector Enterprise, service desks can connect their existing phone system to ServiceNow without any new infrastructure or changes to workflows. The capabilities of the InGenius solution enrich the ServiceNow mandate to transform the speed, visibility and agility of IT services. InGenius computer telephony integration features like screen pop of a contact or incident related to a call, click-to-create for automatic incident creation, and automated call logging, significantly improve service agent productivity, making it easier for organizations to quickly achieve their business goals.
“ServiceNow is committed to finding new ways for customers to rapidly reach ‘time to value’ with our service management system,” said Avanish Sahai, Vice President of ISVs and Technology Alliances at ServiceNow. “We’re pleased that InGenius is expanding the reach of our products and we look forward to their future developments.”
“At InGenius, maintaining our reputation as an innovator for service platform integrations is essential,” said Dale Gantous, CEO of InGenius. “ServiceNow has been very supportive of our solution since it’s rollout in May 2017, and we’re excited that we’re already seeing room to grow and provide additional utility to their customers. Our partnership has been an asset to the expansion of both companies’ products, and we’re happy to see users reaping the benefits.”
InGenius Connector Enterprise is available through the ServiceNow Store. For more information about InGenius Connector Enterprise for ServiceNow, go to https://www.ingenius.com/product/integrations/servicenow/.
InGenius® easily adapts to unique contact center needs with next-generation computer telephony integration (CTI). As a CTI innovator, InGenius connects existing telephone systems into leading CRMs with maximum flexibility, for world-class customer experiences. Backed by reliable expertise and superior customer care, InGenius helps contact centers increase productivity and customer satisfaction. Visit ingenius.com for more information.
VP, Product Management and Marketing
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