Five9, a leading provider of the Intelligent CX Platform, announced the launch of Five9 Fusion for ServiceNow, a turnkey AI-powered integration that unifies voice and digital interactions through a real-time AI transcription stream and a single routing engine. The solution empowers businesses to deliver faster, more personalized customer service at scale.
Breaking Down Service Silos with Unified AI
Five9 Fusion for ServiceNow combines Five9’s real-time system actions with the power of ServiceNow Customer Service Management (CSM) to address one of the most persistent challenges in customer service: fragmented systems that slow agents, limit visibility, and frustrate customers.
By bringing voice and digital channels into a single intelligent workflow, the solution equips agents with instant context, recommended actions, and resolution tools. This enables faster case resolution, more proactive engagement, and consistent customer experiences while lowering operational costs and improving visibility across the customer journey.
Executive Perspectives
“Our longstanding partnership with ServiceNow is focused on creating seamless customer experiences,” said Kim Hill, SVP Partner Sales, Five9. “Five9 Fusion for ServiceNow delivers a foundation for service excellence – eliminating the friction of multiple systems and empowering agents with a single interface to work confidently and efficiently and deliver faster, more personalized interactions at scale. With this new integration, every touchpoint becomes more intuitive and impactful for customers and agents alike.”
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“Customers expect their requests to be handled quickly, accurately, and seamlessly—whether through self-service digital and voice channels or by connecting to a live agent,” said Michael Ramsey, GVP Product Management, CRM and Industry Workflows at ServiceNow. “Five9 Fusion for ServiceNow helps businesses break down fragmented systems and deliver a unified, agentic AI-powered service experience. By leveraging ServiceNow’s AI-driven CRM platform alongside Five9’s real-time transcription and intelligent routing, organizations gain end-to-end visibility and actionable insights, enabling agents to resolve issues faster and provide customers with exactly what they need, when they need it.”
New Capabilities Now Available
Five9 Fusion for ServiceNow delivers two of the three AI-enhanced capabilities previewed by Five9 and ServiceNow in late 2024:
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Real-Time Transcription (Available Now): Five9 TranscriptStream integrates directly within ServiceNow Workspace, converting live speech into text in real time. Now Assist, powered by generative AI, leverages transcripts to produce case summaries, suggested actions, and resolution notes. This reduces call wrap-up times, shortens average handling times, and boosts agent productivity.
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Unified Routing (Available Now): Five9’s intelligent routing engine can now manage ServiceNow digital channels and cases alongside Five9 channels, using ServiceNow metadata to connect each interaction with the right agent. This same metadata also enriches Five9 Workforce Engagement Management tools for more accurate forecasting, scheduling, and workforce agility.
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Single Agent Experience (Coming Early 2026): A forthcoming update will introduce Native Call Controls within ServiceNow’s Agent Workspace. Agents will be able to manage Five9 interactions directly in the Universal Agent Inbox, ensuring a consistent, cross-channel experience with full caller context and relevant data in one unified view.