Companies today understand that they need to deliver truly seamless customer experiences. But many organizations rely largely on CRM solutions that only focus on capturing customer requests, rather than fully fulfilling or resolving them. As a result, human middleware ties manual processes and siloed technologies together.
So, business process and workflow SaaS company ServiceNow and customer experience solutions provider Five9 recently announced their expanded partnership, aimed at delivering a turnkey AI-powered solution for unified end-to-end employee and customer experiences. By combining ServiceNow Customer Service Management (CSM) and the Five9 platform, the solution is expected "to create more streamlined self-service and assisted service operations that unify customer support processes to reduce operational costs, increase agent efficiency, improve customer satisfaction, and simplify contact center operations," said the companies.
The result of the partnership, a new AI-powered solution, will help users boost agent efficiency with real-time transcription, unified routing, and a consolidated agent workspace. 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.
In addition, 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.
Finally, native call controls within ServiceNow’s Agent Workspace will integrate with Five9; this means agents can handle Five9 interactions directly in the Universal Agent Inbox. This provides a consistent agent experience across digital and voice channels.
"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,” said John Ball, Senior Vice President, Customer and Industry Workflows at ServiceNow. “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.”
Edited by
Alex Passett
