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ServiceNow and Five9 have announced an expanded partnership to deliver an AI-powered solution aimed at enhancing employee and customer experiences. This collaboration integrates ServiceNow's Customer Service Management with Five9's Intelligent CX Platform, streamlining self-service and assisted service operations. The goal is to reduce operational costs, improve agent efficiency, and enhance customer satisfaction through a unified approach to contact center operations.
The new solution will feature real-time transcription, unified routing, and a consolidated agent workspace, significantly boosting agent productivity. By leveraging AI capabilities, the partnership aims to alleviate common frustrations associated with using multiple systems for customer service. This innovative approach is expected to be available to select customers in the first half of 2025, marking a significant step forward in customer experience management.
• AI-powered solution enhances employee and customer experiences through unified operations.
• Real-time transcription and unified routing improve agent efficiency and customer satisfaction.
The AI-powered solution integrates various functionalities to streamline customer service operations.
Real-time transcription allows agents to focus on customer issues without manual note-taking.
Unified routing directs customer inquiries to the appropriate agent based on integrated data.
ServiceNow provides an AI platform for business transformation, enhancing customer service workflows.
Five9 offers an Intelligent CX Platform that elevates customer experiences through AI-driven solutions.
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