InGenius, a computer telephony integration provider, now supports Genesys phone systems with the Now Platform, linking the ServiceNow IT Service Management and Customer Service Management with Genesys PureEngage.
Genesys PureEngage is a scalable and customized call center solution that businesses can run in the cloud or on premises. This customer experience platform supports contact center infrastructure.
With InGenius Connector Enterprise, service desks can connect their existing phone systems to ServiceNow without new infrastructure or changes to workflows. InGenius computer telephony integration features like screen pop of contacts or incidents related to calls, click-to-create for automatic incident creation, and automated call logging.
"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 independent software vendors and technology alliances at ServiceNow, in a statement. "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, in a statement. "ServiceNow has been very supportive of our solution since its 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."