Five9 is making its unified routing and real-time transcription solutions available directly within the ServiceNow Customer Service Management (CSM) platform.
The CCaaS stalwart is also augmenting CSM with Native Call Controls. In doing so, it empowers agents with a unified environment from which they can handle interactions across digital channels and Five9 voice.
By providing that unified experience, the vendors hope to simplify contact center configurations, reduce operational costs, and improve agent efficiency.
Diving deeper, John Ball, SVP for Customer & Industry Workflows at ServiceNow, said: "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.
"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.
The partnership follows a similar co-innovation announcement between ServiceNow and Genesys, made in May.
Meanwhile, Five9 strengthened its collaborative relationship with Salesforce in July by launching its next-gen Service Cloud Voice BYOT (Bring Your Own Telephony) offering.
These announcements present co-innovation as the next frontier of CCaaS and CRM integrations, a trend that offers many significant potential benefits for customers.
For instance, it makes more service data available directly within the CRM, empowering users with centralized customer context and enriching AI deployments within customer experiences.
Additionally, pre-configured integrations and merged capabilities may help accelerate time to value, reduce management burden, and simplify case management.
Excited to bring these benefits to customers, Callan Schebella, EVP of Product Management at Five9, noted: "Five9’s longstanding partnership with ServiceNow has been rooted in the joint mission to create seamless and powerful end-to-end customer experiences.
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,” he concluded.
Five9 and ServiceNow expect the integrated solution to become available to select customers during the first half of 2025.
A Closer Look at the Integrated Solution
As noted, the unified offering will deliver a consolidated agent workspace within the ServiceNow CSM platform and embed Five9’s real-time transcription and unified routing.
The consolidated workspace features Native Call Controls from Five9, which allow agents to handle voice and digital Five9 interactions from ServiceNow’s Universal Agent Inbox.
In doing so, the vendors promise a "single pane of glass" agent experience, more caller context, consolidated data from integrated systems, and AI guidance.
Meanwhile, the real-time transcription capabilities come from the Five9 TranscriptStream API. ServiceNow can pair this with its Now Assist solution – fuelled by generative AI (GenAI) – to auto-generate post-contact summaries and notes.
Finally, there’s the embedded routing engine, which can pass digital cases across combined channels to the best-placed agent, harnessing ServiceNow metadata.
