A commonwealth Australian government department needed a resilient and future proof cloud-based contact centre solution to replace their ageing on-premise infrastructure.
The team at DXC integrated ServiceNow into the Genesys Cloud platform. This includes web service data actions to retrieve caller details as well as scripts for the on-call agents with links to relevant URLs and page links.
The integration with ServiceNow means agents are prompted with critical customer information to improve call efficiency, service levels and flow.
Read our full case study to find out more.