ServiceNow and Five9 Expand AI Partnership
What happened
ServiceNow and Five9 have expanded their partnership to offer a turnkey, AI-powered solution for unifying employee and customer experiences. The integration allows AI agents to move between support, HR, and compensation-related workflows. The partnership emphasizes centralized observability and governance, which is critical for compliance-heavy functions.
Why it matters
- The partnership, which has been in place for over eight years and serves more than 200 mutual customers, is now being marketed as "Five9 Fusion for ServiceNow." - A key feature of the integration is Five9's TranscriptStream, which provides real-time transcription directly within the ServiceNow Workspace, allowing ServiceNow's Now Assist to generate case summaries and recommend actions using generative AI. - The unified routing engine from Five9 will now manage ServiceNow's digital channels and cases, utilizing ServiceNow metadata to direct interactions to the appropriate agent. - A future update planned for early 2026 will introduce native call controls, enabling agents to handle all Five9 interactions from within ServiceNow's Universal Agent Inbox for a single workspace experience. - This collaboration is part of a larger trend for ServiceNow, which has also recently announced partnerships or integrations with Genesys, 3CLogic, NiCE, Zoom, and Vonage to expand its footprint in the contact center space. - Five9's recent AI advancements include "AI Agents" that can handle complex tasks and a "dial-of-trust" feature, which allows businesses to control the level of autonomy in AI-driven customer interactions. - For its fiscal year 2023, ServiceNow reported total revenues of $8.971 billion, while Five9's revenue grew 17% to a record $910.5 million.
Key numbers
- ServiceNow and Five9 have expanded their partnership to offer a turnkey, AI-powered solution for unifying employee and customer experiences.
- The unified routing engine from Five9 will now manage ServiceNow's digital channels and cases, utilizing ServiceNow metadata to direct interactions to the appropriate agent.
- A future update planned for early 2026 will introduce native call controls, enabling agents to handle all Five9 interactions from within ServiceNow's Universal Agent Inbox for a single workspace experience.
- This collaboration is part of a larger trend for ServiceNow, which has also recently announced partnerships or integrations with Genesys, 3CLogic, NiCE, Zoom, and Vonage to expand its footprint in the contact center space.
What happens next
- The unified routing engine from Five9 will now manage ServiceNow's digital channels and cases, utilizing ServiceNow metadata to direct interactions to the appropriate agent.
- A future update planned for early 2026 will introduce native call controls, enabling agents to handle all Five9 interactions from within ServiceNow's Universal Agent Inbox for a single workspace experience.
- This collaboration is part of a larger trend for ServiceNow, which has also recently announced partnerships or integrations with Genesys, 3CLogic, NiCE, Zoom, and Vonage to expand its footprint in the contact center space.
Quick answers
What happened in ServiceNow and Five9 Expand AI Partnership?
ServiceNow and Five9 have expanded their partnership to offer a turnkey, AI-powered solution for unifying employee and customer experiences. The integration allows AI agents to move between support, HR, and compensation-related workflows. The partnership emphasizes centralized observability and governance, which is critical for compliance-heavy functions.
Why does ServiceNow and Five9 Expand AI Partnership matter?
The partnership, which has been in place for over eight years and serves more than 200 mutual customers, is now being marketed as "Five9 Fusion for ServiceNow." A key feature of the integration is Five9's TranscriptStream, which provides real-time transcription directly within the ServiceNow Workspace, allowing ServiceNow's Now Assist to generate case summaries and recommend actions using generative AI. The unified routing engine from Five9 will now manage ServiceNow's digital channels and cases, utilizing ServiceNow metadata to direct interactions to the appropriate agent. A future update planned for early 2026 will introduce native call controls, enabling agents to handle all Five9 interactions from within ServiceNow's Universal Agent Inbox for a single workspace experience. This collaboration is part of a larger trend for ServiceNow, which has also recently announced partnerships or integrations with Genesys, 3CLogic, NiCE, Zoom, and Vonage to expand its footprint in the contact center space. Five9's recent AI advancements include "AI Agents" that can handle complex tasks and a "dial-of-trust" feature, which allows businesses to control the level of autonomy in AI-driven customer interactions. For its fiscal year 2023, ServiceNow reported total revenues of $8.971 billion, while Five9's revenue grew 17% to a record $910.5 million.
