Five9 and ServiceNow have built a deep strategic partnership to ensure a seamless integration across every ServiceNow release. ServiceNow owns the workflow, but with Five9, those workflows can start in the voice channel—whether in Customer Service Management (CSM), IT Service Management (ITSM), or HR.

Five9 Fusion for ServiceNow takes this partnership further by blending the Five9 Intelligent CX Platform with ServiceNow Workspaces to create a powerful AI-powered connection. Fusion transforms every interaction by igniting real-time context, activating smarter decision-making, and powering advanced Now Assist use cases.

With Fusion, organizations gain:

Conversational Self-Service: Automate repetitive requests, handle more intent, and escalate only when it counts through Five9 AI Agents - with a seamless handoff to voice agents when needed enabling smarter automation and better outcomes – every time.

Seamless Agent Experience: Agents work smarter with a unified experience to handle voice and digital interactions seamlessly within ServiceNow – eliminating the need to switch between applications.

AI-Powered Insights: Real-time AI capabilities powered by Five9 TranscriptStream enables Now Assist use cases by providing live transcriptions, events, and metadata all within the ServiceNow Workspace.

Blended Omnichannel Experience: Enables a true omnichannel experience with Five9 Voice to deliver consistent, connected customer journeys across channels.

Seamless Integration: Delivers a seamless integration with ServiceNow Workspaces to create a streamlined, intuitive experience for agents, supervisors, and administrators – reducing training time and simplifying ongoing administration.

Together, Five9 Fusion for ServiceNow gives agents a single, AI-driven platform to elevate customer service, boost agent productivity, and streamline contact center workflows.