Genesys Cloud offers two applications in the ServiceNow store—Unified Experience from Genesys – Core (version 1.0.0) and Unified Experience from Genesys (version 1.1.0)—that integrate Genesys Cloud capabilities into ServiceNow instances. Prerequisites include CSM, Openframe, Advanced Work Assignment, Customer Central, Interaction Control Component, and IntegrationHub Starter applications and plugins. The installation process requires obtaining Genesys approval, downloading both applications from the ServiceNow store, and installing them sequentially through the ServiceNow Application Manager, with the core application installed first as a dependency for the main application. Once installed, the Unified Experience provides interaction management, routing, and reporting capabilities within ServiceNow.