ServiceNow and Five9 Expand Partnership With Turnkey AI-Powered Solution for Unified Employee and Customer Experiences
November 13 2024 - 9:00AM
Business Wire
ServiceNow Customer Service Management and
Five9 Intelligent CX Platform to streamline self-service and
assisted service operations
Integrated solution to reduce operational
costs, increase agent efficiency, and improve customer
satisfaction
ServiceNow World Forum & Five9 CX Summit—ServiceNow
(NYSE: NOW), the AI platform for business transformation, and Five9
(NASDAQ: FIVN), provider of the Intelligent CX Platform, today
announced an expanded partnership to deliver a turnkey AI-powered
solution for unified end-to-end employee and customer experiences.
By combining the strengths of ServiceNow Customer Service
Management (CSM) and the Five9 platform, the solution will create
more streamlined self-service and assisted service operations and
unify customer support processes to reduce operational costs,
increase agent efficiency, improve customer satisfaction, and
simplify contact center operations.
“Organizations know they need to deliver seamless customer
experiences. But most CRM solutions only focus on capturing
customer requests, not fulfilling or resolving them. As a result,
human middleware ties manual processes and siloed technologies
together," said John Ball, senior vice president, Customer and
Industry Workflows at ServiceNow. "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. 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.”
“Five9’s longstanding partnership with ServiceNow has been
rooted in the joint mission to create seamless and powerful
end-to-end customer experiences,” said Callan Schebella, executive
vice president, product management, Five9. “This next phase of our
partnership transforms the approach to customer experience
management, alleviating a lot of the frustrations that come with
using multiple systems to address customer needs. We’ve taken a big
step forward to empower customers with our joint AI capabilities
and improved interface functionality, easing the day-to-day
challenges of customer-facing service.”
"Combining the most valuable features into a unified interface
can transform the way we support our customers," said Bob
Massengill, senior director, Technology Infrastructure, Pilot
Travel Centers, LLC. "This new ServiceNow-Five9 joint solution has
the potential to enable us to address customer needs more quickly
and effectively."
The new AI-powered solution will boost agent efficiency with
real-time transcription, unified routing, and a consolidated agent
workspace.
- Real-time Transcription – 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. This not only makes agents’
work easier and faster, but also gives managers insights into
service trends, helping them improve training and processes to
better meet customer needs.
- Unified Routing – 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.
This reduces operational overhead for managers through streamlined
routing management across both systems, making it easier to adjust
staffing during high-demand periods. It also provides comprehensive
insights to improve forecasting and scheduling, ultimately reducing
operational costs.
- Single Agent Experience – Native Call Controls within
ServiceNow’s Agent Workspace will integrate with Five9, meaning
agents can handle Five9 interactions directly in the Universal
Agent Inbox. This provides one, consistent agent experience across
digital and voice channels. Native Call Controls will seamlessly
work with other Agent Workspace features, providing agents with a
single pane of glass, offering immediate context on the caller,
relevant data from different systems, actionable guidance, and the
ability to quickly fulfill the customer’s request. These
capabilities are designed to support high-volume contact centers,
making it easier for agents to understand and quickly fulfill
complex inquiries requiring agent assistance.
Availability
- The ServiceNow and Five9 integrated capabilities are expected
to be available to select customers in the first half of 2025.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
About Five9
The Five9 Intelligent CX Platform, powered by Five9 Genius AI,
provides a comprehensive suite of solutions to power AI-elevated
customer experiences that deliver better business outcomes and
Bring Joy to CX™. Our unified cloud-native offering enables
hyper-personalized customer experiences and more empowered
employees, making every customer interaction more connected,
effortless, and personal. Trusted by 2,500+ customers and 1,400+
partners globally, Five9 brings together the power of AI, our
platform, and our people to drive AI-elevated CX.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog
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version on businesswire.com: https://www.businesswire.com/news/home/20241113923581/en/
ServiceNow Madison DaValle Media Relations
press@servicenow.com Five9 Hannah Blackington Corporate
Communications Director Press@five9.com
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