In collaboration with UJET, Google has launched a native integration between its CCaaS platform and ServiceNow’s Customer Service Management (CSM) solutions suite.
That suite includes case management, agent workspace, and virtual agent technologies, already leveraged by the likes of Coca-Cola, the NBA, and Siemens.
In combination with the Google Contact Center AI platform, users can leverage these capabilities to add context to each conversation, predict intent, and improve routing intelligence.
As a result, Google and UJET hope to pave the way for streamlined agent experiences and unified customer journeys.
Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, predicts the integration will do precisely that. She stated:
This native integration with ServiceNow not only delivers speed to value for their existing and future enterprise customers today, but it also offers the assurance of continued rapid innovation across Google Cloud’s infrastructure and Contact Center AI offerings.
Notably, the native integration also provides automated record updates, storing all customer data – including Personally Identifiable Information (PII) – in ServiceNow.
Such a feature reinforces Google’s goal to differentiate its CCaaS solution with security, reliability, and scale.
Moreover, an embedded agent adapter allows contact centers to develop new workflows, centralizing “all information” into a single tab.
As such, agents don’t have to switch between applications so frequently, with additional customization options enabling tailored employee experiences.
Another less heralded benefit to this integration is that many of Google’s enterprise target-market for CCaaS will already use ServiceNow within their operations.
Consequently, IT teams can build on the contact center’s capabilities while working within an environment they’re comfortable with.
Rodrigo Rocha, Head of Business Applications ISV Partnerships at Google Cloud, doubled down on this. He noted:
Customers today are using Google Cloud’s CCAI Platform with ServiceNow to improve IT service management, CRM, and end-to-end case management, and we’re pleased to expand these contact center capabilities to more organizations.
Interestingly, ServiceNow is ramping up its interoperability with several contact center vendors – enabling those tight CRM, ERP, and ITSM connections that many service operations crave.
Perhaps most eye-catching is the provider’s recent partnership with Zoom to launch multiple innovations, including the Zoom Contact Center for ServiceNow.
That offering allows companies to manage customer conversations within ServiceNow.
Meanwhile, Google and UJET have accelerated their contact center innovation since the Google Contact Center AI platform launched last year.
That included launching a workforce management (WFM) platform and extending its joint employee base, which includes over 500 consultants from 25 global and regional system integrators.
By the end of the year, Google also hopes to have its CCaaS platform available in 30 countries as the enterprise tech pioneer builds more momentum around its offering.
