NICE announced at ServiceNow’s annual customer and partner event, Knowledge 2025, a strategic partnership with ServiceNow, the AI platform for business transformation, to deliver end-to-end, fully automated customer service fulfillment. The partnership leverages NICE’s industry-leading AI-powered customer service automation platform with the ServiceNow AI Platform and Customer Service Management (CSM) solution to provide organizations with a turnkey, AI-powered framework that connects front, middle, and back-office operations, optimizing every customer service interaction for enhanced efficiency and improved experiences.
By combining industry-leading AI capabilities from both companies, NICE and ServiceNow are bringing together real-time customer service automation and enterprise workflow management to eliminate operational silos that traditionally plague customer service delivery. Organizations can now seamlessly connect front-office customer interactions with middle and back-office fulfillment processes through a single, integrated platform. This convergence enables businesses to deliver faster resolutions, reduce service gaps, optimize agent productivity, and ultimately transform fragmented customer journeys into cohesive, satisfying experiences.
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“Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE’s AI-driven customer service automation and ServiceNow’s robust AI platform, we’re enabling businesses to streamline their operations and deliver fully automated customer service fulfillment. This unified approach will improve both customer and employee experiences, delivering greater value for all,” said Barry Cooper, President, CX Division, NICE.
“Organizations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE’s CCaaS and WEM capabilities with the ServiceNow AI Platform, we’re unifying real-time customer engagement with enterprise workflow automation,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow.
SOURCE: Businesswire