ServiceNow and Five9 Unveil Enhanced AI-Powered Solution for Unified Customer and Employee Experiences

ServiceNow, a leader in AI-driven business transformation, and Five9, known for its Intelligent CX Platform, have announced an expanded partnership to introduce a turnkey AI-powered solution designed to unify employee and customer experiences. This collaboration integrates ServiceNow’s Customer Service Management (CSM) capabilities with the Five9 platform, aiming to streamline both self-service and assisted service operations, enhance customer support efficiency, and reduce operational costs.

This joint solution leverages the complementary strengths of both platforms to improve contact center performance, allowing organizations to simplify their support processes, boost agent productivity, and elevate customer satisfaction through unified workflows across digital and voice channels.

John Ball, Senior Vice President of Customer and Industry Workflows at ServiceNow, highlighted the unique value this partnership brings to customer service. “Unlike traditional CRM solutions, which mainly capture customer requests, ServiceNow CSM emphasizes seamless service fulfillment through workflows, automation, and GenAI. Our partnership with Five9 further enhances these capabilities, offering a comprehensive, easy-to-deploy solution that drives immediate value.”

Callan Schebella, Executive Vice President of Product Management at Five9, noted that the partnership builds on a shared mission to improve customer experience. “This new phase addresses the inefficiencies of using multiple systems for customer service, empowering users with advanced AI capabilities and a more intuitive interface. We’re simplifying customer-facing interactions and improving the experience for both service teams and their customers.”

Bob Massengill, Senior Director of Technology Infrastructure at Pilot Travel Centers, LLC, echoed this sentiment, stating, “Integrating the best features of ServiceNow and Five9 into a single solution will enhance our ability to respond to customer needs swiftly and effectively.”

The ServiceNow-Five9 solution offers companies a scalable approach to managing end-to-end customer interactions, presenting a powerful new option for enhancing both employee and customer engagement.