Exploring the Latest Product Enhancements with Five9 and ServiceNow

In the world of CX, the integration between Five9 and ServiceNow has been one of the strongest in the industry. We are excited to share a series of feature enhancements for the Five9 Adapter for ServiceNow. These enhancements are designed to empower administrators, agents, and organizations by unlocking advanced capabilities, seamless integrations, enhanced agent productivity, and expanded geographic options. Let's explore the exciting new features that await users of Five9 and ServiceNow:

1. Seamless Integration Across All ServiceNow Workspaces

To provide a unified experience, the integration between Five9 and ServiceNow has been expanded to encompass all workspaces, including the latest Configurable and Service Operations workspaces. Regardless of the workspace being utilized, organizations can seamlessly leverage the full capabilities of Five9 and ServiceNow together. This integration eliminates silos and ensures consistent service delivery across the entire ServiceNow environment.

2. Support for Floating Adapter

Agents are at the heart of your contact center and having the right set of tools is essential. With the Five9 adapter, agents now have the flexibility with a “floating adapter” to open in a separate browser window outside of the ServiceNow UI to gain more real estate on the screen. Whether an agent is working on multiple monitors or needs to see additional information with the ServiceNow UI, agents gain more flexibility to customize their workflow.  

3. Customer Five9 Call Attached Variables Logging

We understand the importance of capturing comprehensive customer data for efficient service delivery. Administrators can now log custom Five9 call attached variables from both Five9 voice and digital engagement interactions all within ServiceNow workspaces. This empowers organizations to gain deeper insights into customer interactions, enabling personalized and data-driven support across the entire ServiceNow platform. 

4. Simultaneously Handle Multiple Interactions

Efficiency is key when it comes to agent productivity. The enhanced Five9 adapter empowers agents to handle multiple interactions simultaneously. For each additional interaction, search and screen-pop logic seamlessly appears and agents can navigate across interactions using the provided links in the Five9 adapter. This feature significantly enhances the agent experience, enabling them to efficiently manage multiple customer interactions while accessing all the necessary information in a streamlined manner. 

5. Support for All Five9 Data Centers

Geographic flexibility is a must in today's global landscape. The Five9 Adapter for ServiceNow now supports all Five9 data centers, including the US, EU, UK, and CA, as a part of the managed package. This enhancement provides organizations with the freedom to work across Five9 domains based on their specific geographic requirements. This expansion of the global footprint for the Five9 adapter enables businesses to harness the power of Five9 and ServiceNow, regardless of their geographic location.