Five9 Integrates Unified Routing and Real-Time Transcription Solutions with ServiceNow CSM Platform
Are you looking to streamline your contact center operations and improve agent efficiency? Look no further than the exciting partnership between Five9 and ServiceNow.
Five9, a leading CCaaS provider, is now offering its unified routing and real-time transcription solutions directly within the ServiceNow Customer Service Management (CSM) platform. This integration also includes Native Call Controls, empowering agents to handle interactions across digital channels and Five9 voice from a single, unified environment.
The goal of this partnership is to simplify contact center configurations, reduce operational costs, and enhance agent productivity. By providing a seamless and powerful end-to-end customer experience, both vendors aim to revolutionize customer service management.
John Ball, SVP for Customer & Industry Workflows at ServiceNow, highlighted the unique approach of their Customer Service Management platform, focusing on driving exceptional customer service experiences through workflows, automation, and GenAI. The expanded partnership with Five9 takes this vision even further, offering a turnkey solution that is fast to deploy and delivers rapid ROI.
This collaboration follows a trend in the industry towards co-innovation between CCaaS and CRM providers. By integrating service data directly within the CRM, customers can benefit from centralized customer context and enriched AI deployments, ultimately improving customer experiences.
Excited about the potential benefits for customers, Callan Schebella, EVP of Product Management at Five9, emphasized the joint mission to create seamless customer experiences. The integrated solution is expected to be available to select customers in the first half of 2025.
Taking a closer look at the integrated solution, the consolidated agent workspace within ServiceNow CSM will feature Five9’s real-time transcription and unified routing capabilities. The Native Call Controls will allow agents to handle voice and digital interactions seamlessly, providing a “single pane of glass” agent experience.
Additionally, Five9 announced the introduction of AI Agents at their CX Summit in Barcelona. These AI Agents, powered by generative AI (GenAI), can automate customer queries, limit escalations, and detect changes in intent to improve containment rates. By utilizing AI Agents, businesses can scale personalized customer interactions, optimize self-service, and reduce reliance on human agents.
Overall, the partnership between Five9 and ServiceNow represents a significant step forward in transforming customer experience management. With innovative solutions like AI Agents and integrated routing capabilities, contact centers can enhance efficiency, improve customer satisfaction, and drive business success. Stay tuned for the exciting developments coming in 2025!