ServiceNow, a leading AI platform for business transformation, and Five9, a provider of the Intelligent CX Platform, have announced an expanded partnership to deliver a turnkey AI-powered solution. This collaboration aims to unify employee and customer experiences by leveraging the capabilities of ServiceNow Customer Service Management (CSM) and the Five9 platform.

1. Key Benefits of the Partnership

• Streamlined Operations: Combines ServiceNow CSM workflows with Five9's platform for seamless self-service and assisted services.
• Cost Efficiency: Reduces operational costs while boosting agent productivity and customer satisfaction.
• Unified Processes: Simplifies contact center operations, creating a cohesive system for customer support.

2. Transformative Capabilities

• Real-Time Transcription:

  • Integrates Five9 TranscriptStream into ServiceNow Interaction Management.
  • Enables agents to focus on customer needs while transcriptions generate actionable summaries.
  • Reduces call wrap-up time and average handling time.
  • Provides managers with insights for better training and operational improvements.

• Unified Routing:

  • Leverages Five9’s automated routing engine with ServiceNow metadata for intelligent case and channel management.
  • Enhances Workforce Engagement Management by enriching data for better forecasting and scheduling.
  • Streamlines staffing during peak times, optimizing operational workflows.

• Single Agent Experience:

  • Integrates Five9 Native Call Controls into ServiceNow’s Agent Workspace.
  • Centralizes digital and voice channels in a Universal Agent Inbox for consistent agent interactions.
  • Offers immediate caller context, actionable guidance, and a unified interface for complex issue resolution.

3. Expert Opinions on the Collaboration

• John Ball, ServiceNow:
  • Emphasizes the need for seamless customer service experiences enabled by GenAI, workflows, and automation.
• Callan Schebella, Five9:
  • Highlights the reduced complexity of managing multiple systems, empowering users with enhanced AI capabilities.
• Bob Massengill, Pilot Travel Centers:
  • Stresses the potential of the unified interface to improve customer service efficiency and responsiveness.

The expanded partnership between ServiceNow and Five9 delivers an innovative AI-powered solution that enhances agent efficiency and customer satisfaction. By unifying processes and leveraging advanced AI capabilities, this collaboration is set to redefine the customer experience management landscape.