Five9 has a strategic relationship with ServiceNow and development teams work closely together regarding our productized integration. ServiceNow owns the workflow but those workflows can start in the voice channel whether across CSM, ITSM, or HR, therefore, having a seamless integration for all ServiceNow releases is key.
Unlock customer intelligence and insights to create extraordinary customer experiences with Five9 and ServiceNow. Five9 places the intelligence-driven cloud contact center at the fingertips of your agents and supervisors in ServiceNow. Whether you are using ServiceNow CSM, ITSM, or HR, Five9 allows your contact center to focus on what is most important to your business:
- Empowering Your Agents - Productivity tools demanded for your high-performance service and support agents allow them to achieve faster customer resolution and accuracy
- Realtime Supervisor Capabilities - Visibility, monitoring, and management allows for optimizing your operations across sites, geographies, business lines, and channels
- Reliability and Security - Security, scalability, rigor, and reliability demanded for your modern, 24/7 global enterprise needs
- Completely Customizable Contact Center - The flexibility and configurability to rapidly adapt your inbound and outbound engagement strategies to meet evolving business needs (CTI, ACD, IVR, Predictive Dialer, and more)
- Customer First Approach - The guarantee that Five9 will continually complement your investments in ServiceNow and continually offer a differentiated solution
Together with ServiceNow, the Five9 Intelligent Cloud Contact Center gives your agents the insights they need to upskill their service, the access to omnichannel engagements that orchestrate amazing customer experiences, and ultimately, the toolset to turn those experiences into customer trust and loyalty.
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