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August 1, 2023
Google Cloud and UJET have integrated their CCaaS solutions with digital workflow company ServiceNow to enable businesses to provide a more seamless and efficient customer service experience across all channels.
The companies are bringing together UJET and Google Cloud’s Contact Center AI (CCAI) platform with ServiceNow’s enterprise service management platform. For businesses using ServiceNow, this combination enables a more streamlined solution for agents and a more unified consumer experience.
UJET’s Anand Janefalkar
Anand Janefalkar, CEO of UJET, said the company is excited about the integration of its solutions with ServiceNow CSM (customer service management).
“This integration will help enterprises to provide a more seamless and efficient customer service experience, which will lead to increased customer satisfaction and loyalty,” Janefalkar said.
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Rodrigo Rocha, head of business applications ISV partnerships at Google Cloud, remarked that customers are using Google Cloud’s CCAI Platform with ServiceNow to improve IT service management, CRM and end-to-end case management.
“With this new integration from UJET, Google Cloud CCAI platform customers can easily access ServiceNow’s AI-powered customer
Google Cloud’s Rodrigo Rocha
service capabilities available to global businesses,” Rocha said.
The integration enables a secure, encrypted, real-time data exchange between both UJET and CCAI platform with ServiceNow’s customer service management (CSM) solutions, which can help predict intent, make dynamic routing decisions and contextualize each interaction. It also provides automated record updates and stores all customer data and personally identifiable information (PII) in ServiceNow as opposed to the CCaaS. An embedded agent adapter simplifies workflows with all information presented in a single tab with extensive customization options.
McGee-Smith Analytics’ Sheila McGee-Smith
Sheila McGee-Smith, president of McGee-Smith Analytics, said UJET and Google Cloud are heavily enterprise-focused, emphasizing AI, security, reliability and usability across their contact center solutions.
“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,” McGee-Smith said.
Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.
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