ServiceNow and Five9 Expand Partnership With Turnkey AI-Powered Solution for Unified Employee and Customer Experiences
ServiceNow and Five9 have announced an expanded partnership to deliver an AI-powered solution that unifies employee and customer experiences. The integration combines ServiceNow Customer Service Management with Five9's Intelligent CX Platform to streamline service operations and reduce costs. The solution features three key capabilities: real-time transcription with GenAI-powered summaries, unified routing across digital channels, and a consolidated agent workspace with native call controls. These features aim to boost agent efficiency, improve customer satisfaction, and simplify contact center operations. The integrated capabilities are expected to be available to select customers in first half of 2025.
ServiceNow e Five9 hanno annunciato una partnership ampliata per offrire una soluzione basata sull'IA che unifica le esperienze dei dipendenti e dei clienti. L'integrazione combina il Customer Service Management di ServiceNow con la piattaforma Intelligent CX di Five9 per ottimizzare le operazioni di servizio e ridurre i costi. La soluzione presenta tre capacità chiave: trascrizione in tempo reale con riepiloghi potenziati da GenAI, instradamento unificato attraverso i canali digitali e uno spazio di lavoro consolidato per gli agenti con controlli delle chiamate nativi. Queste funzionalità mirano a migliorare l'efficienza degli agenti, aumentare la soddisfazione dei clienti e semplificare le operazioni del contact center. Le capacità integrate dovrebbero essere disponibili per alcuni clienti nella prima metà del 2025.
ServiceNow y Five9 han anunciado una asociación ampliada para ofrecer una solución impulsada por IA que unifica las experiencias de empleados y clientes. La integración combina el Customer Service Management de ServiceNow con la plataforma Intelligent CX de Five9 para optimizar las operaciones de servicio y reducir costos. La solución cuenta con tres capacidades clave: transcripción en tiempo real con resúmenes potenciados por GenAI, enrutamiento unificado a través de canales digitales y un espacio de trabajo consolidado para agentes con controles nativos de llamadas. Estas características tienen como objetivo aumentar la eficiencia de los agentes, mejorar la satisfacción del cliente y simplificar las operaciones del centro de contacto. Se espera que las capacidades integradas estén disponibles para clientes seleccionados en la primera mitad de 2025.
ServiceNow와 Five9는 직원 및 고객 경험을 통합하는 AI 기반 솔루션을 제공하기 위해 파트너십을 확대한다고 발표했습니다. 이 통합은 ServiceNow 고객 서비스 관리와 Five9의 Intelligent CX 플랫폼을 결합하여 서비스 운영을 간소화하고 비용을 줄입니다. 이 솔루션은 세 가지 주요 기능을 특징으로 합니다: GenAI로 강화된 요약과 함께 실시간 전사, 디지털 채널 전반에 걸친 통합 라우팅, 기본 통화 제어 기능이 포함된 통합 에이전트 작업 공간. 이러한 기능은 에이전트의 효율성을 높이고 고객 만족도를 향상시키며 연락 센터 운영을 단순화하는 것을 목표로 하고 있습니다. 통합된 기능은 2025년 상반기에 일부 고객에게 제공될 예정입니다.
ServiceNow et Five9 ont annoncé un partenariat élargi pour fournir une solution alimentée par l'IA qui unifie les expériences des employés et des clients. L'intégration combine le Service Management de ServiceNow avec la plateforme Intelligent CX de Five9 afin de rationaliser les opérations de service et de réduire les coûts. La solution propose trois capacités clés : transcription en temps réel avec résumés générés par GenAI, routage unifié à travers les canaux numériques et un espace de travail consolidé pour les agents avec contrôles d'appels natifs. Ces fonctionnalités visent à améliorer l'efficacité des agents, à accroître la satisfaction des clients et à simplifier les opérations des centres de contact. Les capacités intégrées devraient être disponibles pour certains clients dans la première moitié de 2025.
ServiceNow und Five9 haben eine erweiterte Partnerschaft angekündigt, um eine KI-gestützte Lösung bereitzustellen, die die Erfahrungen von Mitarbeitern und Kunden vereint. Die Integration kombiniert das Customer Service Management von ServiceNow mit der Intelligent CX-Plattform von Five9, um die Serviceabläufe zu optimieren und Kosten zu senken. Die Lösung bietet drei Schlüsselmerkmale: die Echtzeit-Transkription mit GenAI-unterstützten Zusammenfassungen, ein einheitliches Routing über digitale Kanäle und einen konsolidierten Arbeitsbereich für Agenten mit nativen Anrufsteuerungen. Diese Funktionen sollen die Effizienz der Agenten steigern, die Kundenzufriedenheit verbessern und die Abläufe im Contact Center vereinfachen. Die integrierten Funktionen sollen voraussichtlich in der ersten Hälfte des Jahres 2025 ausgewählten Kunden zur Verfügung stehen.
- Integration expected to reduce operational costs through streamlined routing management
- Implementation of AI-powered features to increase agent efficiency
- Unified platform to improve customer service delivery and satisfaction
- Real-time transcription and GenAI capabilities to reduce call wrap-up times
- Extended timeline for availability (H1 2025)
- initial availability to select customers only
Insights
This strategic partnership between ServiceNow and Five9 represents a significant advancement in customer service technology integration. The solution addresses key pain points in contact center operations by combining ServiceNow's workflow automation with Five9's contact center capabilities. The real-time transcription feature with GenAI integration could reduce call handling times by
The single agent experience through native call controls is particularly noteworthy, as it eliminates the need for agents to toggle between multiple systems - a common inefficiency in contact centers. However, the 2025 availability timeline means competitors have time to develop similar solutions, potentially diluting the market advantage.
This partnership strengthens ServiceNow's position in the
For ServiceNow investors, this represents a strategic expansion of their total addressable market and potential for increased enterprise adoption. The AI-powered features align with market trends toward automation and intelligent customer service, though the delayed deployment timeline to 2025 could impact near-term growth expectations.
ServiceNow Customer Service Management and Five9 Intelligent CX Platform to streamline self-service and assisted service operations
Integrated solution to reduce operational costs, increase agent efficiency, and improve customer satisfaction
“Organizations know they need to deliver seamless customer experiences. But most CRM solutions only focus on capturing customer requests, not fulfilling or resolving them. As a result, human middleware ties manual processes and siloed technologies together," said John Ball, senior vice president, Customer and Industry Workflows at ServiceNow. "ServiceNow Customer Service Management is different. We focus on driving great customer service experiences with workflows, automation, and GenAI that enable seamless self-service and assisted service across voice and digital channels. Our expanded partnership with Five9 takes this even further, combining the best of both platforms to streamline and unify contact center operations with a turnkey solution that’s fast to deploy and delivers fast ROI.”
“Five9’s longstanding partnership with ServiceNow has been rooted in the joint mission to create seamless and powerful end-to-end customer experiences,” said Callan Schebella, executive vice president, product management, Five9. “This next phase of our partnership transforms the approach to customer experience management, alleviating a lot of the frustrations that come with using multiple systems to address customer needs. We’ve taken a big step forward to empower customers with our joint AI capabilities and improved interface functionality, easing the day-to-day challenges of customer-facing service.”
"Combining the most valuable features into a unified interface can transform the way we support our customers," said Bob Massengill, senior director, Technology Infrastructure, Pilot Travel Centers, LLC. "This new ServiceNow-Five9 joint solution has the potential to enable us to address customer needs more quickly and effectively."
The new AI-powered solution will boost agent efficiency with real-time transcription, unified routing, and a consolidated agent workspace.
- Real-time Transcription – Five9 TranscriptStream will be integrated into ServiceNow Interaction Management, allowing agents to focus fully on customer issues without needing to take notes. ServiceNow Now Assist, powered by GenAI, uses these transcriptions to generate summaries and resolution notes, reducing call wrap-up activities and average handling times. This not only makes agents’ work easier and faster, but also gives managers insights into service trends, helping them improve training and processes to better meet customer needs.
- Unified Routing – Five9’s intelligent automated routing engine will now be able to route ServiceNow digital channels and cases, alongside Five9 channels, to the right agent, leveraging ServiceNow metadata. The metadata from ServiceNow will also enrich data in Workforce Engagement Management solutions offered by Five9. This reduces operational overhead for managers through streamlined routing management across both systems, making it easier to adjust staffing during high-demand periods. It also provides comprehensive insights to improve forecasting and scheduling, ultimately reducing operational costs.
- Single Agent Experience – Native Call Controls within ServiceNow’s Agent Workspace will integrate with Five9, meaning agents can handle Five9 interactions directly in the Universal Agent Inbox. This provides one, consistent agent experience across digital and voice channels. Native Call Controls will seamlessly work with other Agent Workspace features, providing agents with a single pane of glass, offering immediate context on the caller, relevant data from different systems, actionable guidance, and the ability to quickly fulfill the customer’s request. These capabilities are designed to support high-volume contact centers, making it easier for agents to understand and quickly fulfill complex inquiries requiring agent assistance.
Availability
- The ServiceNow and Five9 integrated capabilities are expected to be available to select customers in the first half of 2025.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI, provides a comprehensive suite of solutions to power AI-elevated customer experiences that deliver better business outcomes and Bring Joy to CX™. Our unified cloud-native offering enables hyper-personalized customer experiences and more empowered employees, making every customer interaction more connected, effortless, and personal. Trusted by 2,500+ customers and 1,400+ partners globally, Five9 brings together the power of AI, our platform, and our people to drive AI-elevated CX.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog
View source version on businesswire.com: https://www.businesswire.com/news/home/20241113923581/en/
ServiceNow
Madison DaValle
Media Relations
press@servicenow.com
Five9
Hannah Blackington
Corporate Communications Director
Press@five9.com
Source: ServiceNow
FAQ
When will the ServiceNow-Five9 integrated solution be available?
What are the main features of the ServiceNow-Five9 integration?
How will the ServiceNow (NOW) and Five9 integration benefit customer service operations?
