Five9 and ServiceNow have built a deep strategic partnership to ensure a seamless integration across every ServiceNow release. ServiceNow owns the workflow, but with Five9, those workflows can start in the voice channel—whether in Customer Service Management (CSM), IT Service Management (ITSM), or HR.
Five9 Fusion for ServiceNow takes this partnership further by blending the Five9 Intelligent CX Platform with ServiceNow Workspaces to create a powerful AI-powered connection. Fusion transforms every interaction by igniting real-time context, activating smarter decision-making, and powering advanced Now Assist use cases.
With Fusion, organizations gain:
Conversational Self-Service: Automate repetitive requests, handle more intent, and escalate only when it counts through Five9 AI Agents - with a seamless handoff to voice agents when needed enabling smarter automation and better outcomes – every time.
Seamless Agent Experience: Agents work smarter with a unified experience to handle voice and digital interactions seamlessly within ServiceNow – eliminating the need to switch between applications.
AI-Powered Insights: Real-time AI capabilities powered by Five9 TranscriptStream enables Now Assist use cases by providing live transcriptions, events, and metadata all within the ServiceNow Workspace.
Blended Omnichannel Experience: Enables a true omnichannel experience with Five9 Voice to deliver consistent, connected customer journeys across channels.
Seamless Integration: Delivers a seamless integration with ServiceNow Workspaces to create a streamlined, intuitive experience for agents, supervisors, and administrators – reducing training time and simplifying ongoing administration.
Together, Five9 Fusion for ServiceNow gives agents a single, AI-driven platform to elevate customer service, boost agent productivity, and streamline contact center workflows.
Description
Extend the ServiceNow platform to the voice channel to deliver Omni-channel experiences. The Five9 productized adapter adds the voice channel to the ServiceNow platform. Whether for ITSM, CSM, or HR increase employee efficiency and improve the customer experience with the CCaaS leader.
Connect Five9 Intelligent Cloud Contact Center to ServiceNow, creating a unified agent and digital channel experience to deliver faster, smarter, and more personalized service.
Contact Center
⎼ Full and feature-rich set of omnichannel Contact Center capabilities
⎼ Rich prioritization options are driven by ServiceNow insights – such as high-value callers or those with open incidents
⎼ Provide “screen pops,” allowing agents to manage their workload by accepting or rejecting new customer interactions
⎼ Intelligently prioritize and route interactions to the right agent at the right time
⎼ Enable click-to-dial functionality from within ServiceNow
⎼ Call recording & real-time quality monitoring
⎼ Workforce optimization
⎼ Data dips into ServiceNow
⎼ Workflow integration
…and not just for Agents – embeddable Supervisor to monitor your omnichannel agents and improve service results
Intelligent Voice Virtual Agent
⎼ Speech recognition with accuracy measurement
⎼ Natural language processing (NLP)
⎼ Customer tone analysis
⎼ Easy access to customer information for self-service
⎼ No code workflow for building robust self-service
⎼ Create advanced self-service applications for Voice, Messaging, Mobile
Proactive Service/Sales
⎼ Predictive, Power, Progressive & Preview Dialer
⎼ Click-to-dial functionality
⎼ Proactively reach out for upcoming service events