Earlier this month, NICE and ServiceNow announced a new partnership to pull the contact center into the broader enterprise ecosystem.
Over the past 18 months, ServiceNow has also partnered with Five9, Genesys, and Zoom to achieve this objective.
In doing so, it embedded their call controls, channels, and routing engines within its Customer Service Management (CSM) product.
Yet, the NICE-ServiceNow integration looks very different. Instead of inserting tools inside CSM, both vendors have committed to creating a shared “AI-powered framework”.
That framework will connect the contact center – which NICE owns – with the broader front-office, middle, and back-office – which ServiceNow owns.
As such, brands may orchestrate customer contact resolution workflows that cross departments and automate a lot of that work with AI agents.
Additionally, NICE will open up the data on its CXone Mpower platform, so ServiceNow can send in its AI agents and democratize that information across the business.
Indeed, NICE isn’t just integrating with a CRM; it’s integrating with the entire enterprise.
As Barry Cooper, President of the CX Division at NICE, said:
By bringing together NICE’s AI-driven customer service automation and ServiceNow’s robust AI platform, we’re enabling businesses to streamline their operations and deliver fully automated customer service fulfillment.
Simply put, NICE is reimagining how the contact center operates as a link to the customer and the broader enterprise.
How does it fit with enterprise workflows and data stores? How does it integrate into the overarching strategy? These are the questions NICE is asking and is partnering with ServiceNow to solve.
What Are the Benefits of the New Integration?
NICE and ServiceNow have touted the availability of their new integration framework for Q4 2025.
When it becomes available, it opens up several new possibilities beyond what was highlighted above. Here are a few key examples.
Enabling Cross-Department Escalations
Via the new framework, businesses may orchestrate handoffs to and from customer service.
For instance, maybe a sales rep is discussing a customer renewal within ServiceNow’s Sales and Order Management platform.
At the end of the conversation, the customer raises an issue they need support with.
The sales rep may then route the customer through to a support agent working in NICE, with the context of the issue following them.
Composing and Automating End-to-End Resolution Flows
The orchestration capability will extend far beyond escalations alone, as CX leaders may also compose end-to-end resolution workflows.
Consider a customer with a complex query who engages with NICE Autopilot for fast support. That query may require an action in the back office.
In this case, Autopilot could connect with a ServiceNow AI agent that reasons and takes that action in the back office.
From there, it could communicate the action with Autopilot and enable contact automation, without escalation to a live agent.
Democratizing Contact Center Data
As noted previously, NICE is enabling governed access to its platform so that ServiceNow’s AI agents harness contact center data and democratize those insights across the enterprise.
For instance, these AI agents can surface customer intent, sentiment, and behavioural insights within the CSM.
Yet, as part of the ServiceNow AI platform, brands can go further.
For instance, they may take agent performance data from NICE’s WEM suite and make it available within the HR system for improved evaluations.
Extracting New Intelligence from Customer Conversations
NICE customers can apply AI to monitor live conversations and detect helpful insights, trends, and compliance gaps.
With this integration, those real-time insights may automatically trigger workflows in ServiceNow.
For instance, if a customer says, “I work from Monday to Thursday,” an AI agent may take that insight and filter it into the ServiceNow CRM.
As a result, customer-facing teams operating on ServiceNow AI CRM can ensure the customer only receives outbound communications on Friday, when they’re more likely to answer.
NICE Strengthens Its Appeal to the CIO
NICE is not just selling to contact center leaders anymore; it’s aligning with broader enterprise goals and coming into the CIO’s vision.
That CIO typically thinks of the contact center as a remote island that deals with voice and phone numbers, which is hard and unexciting.
Yet, contact center leaders have always been some of an organization’s smartest problem-solvers. They’re the ones saying: “Hey, these three things don’t connect. We need to connect them.”
Yet, the CIO hasn’t been privy to those discussions, preventing transformational efforts from weeping into the contact center. This partnership may open that door up.
As Liz Miller, VP & Principal Analyst at Constellation Research, summarized:
Together, NICE and ServiceNow are breaking down barriers that so often get in an organization’s way when working to deliver a fully integrated service experience.
Hopefully, this announcement will be the catalyst for more of these partnerships across the CX space.
