Five9 Unveils Unified Workspace Availability ahead of ServiceNow Knowledge 2026

Click less, resolve more with Five9 ServiceNow 

In the world of customer service, every second counts. Customers expect fast, personalized, and effortless resolutions. But for too many contact center agents, the reality is a constant, frustrating shuffle between different applications, a CRM window here, a contact center screen there, and knowledge bases everywhere in between. This isn't just inefficient; it's a barrier to providing the kind of empathetic, high-value experience that builds loyalty. 

That is why we launched Five9 Fusion for ServiceNow in 2025 to deliver a more unified, AI-powered customer service experience. We believe that empowering agents is the key to delighting customers. That’s why we are thrilled to announce the next evolution of our ServiceNow offering, the availability of Five9 Fusion for ServiceNow, featuring a fully Unified Workspace. 

Introducing the Unified Workspace: one screen, zero friction 

Our new integration, built on ServiceNow's Contact Center Integration Framework (CCIF), embeds Five9 call controls natively into the ServiceNow Workspace. The result is a true Unified Workspace, a single pane of glass where agents can manage every interaction, from voice calls to digital messages, without ever leaving ServiceNow. 

This isn't just about putting two windows side-by-side. It's a deep, seamless integration designed to streamline workflows and provide agents with the context they need, right when they need it. 

The power of voice, seamlessly embedded 

Voice remains the most critical channel for complex and urgent issues. That’s why our Unified Workspace is built upon the foundation of Five9 Voice, our globally redundant, carrier-grade network. This ensures crystal-clear audio and enterprise-grade reliability for every conversation. 

More importantly, all call controls are now natively embedded within the ServiceNow interface. Agents can manage calls, hold, transfer, mute, and conference with intuitive controls that feel like a natural part of their workspace. There are no more pop-ups or separate softphone applications to juggle. This seamless experience keeps the agent focused and in control, turning ServiceNow into a frictionless workspace. 

One brain for every channel: the power of unified routing 

A unified workspace needs a unified brain. Previously a part of our 2025 announcement, all routing decisions are consolidated onto a single, intelligent platform with unified routing. Our routing engine directs ServiceNow digital cases with the same intelligence as it does Five9 voice calls and digital chats. 

By leveraging rich metadata from both platforms, like customer priority from ServiceNow and agent skill data from Five9, the system ensures every customer is automatically connected to the best-suited agent to solve their issue the first time. This eliminates administrative headaches and provides a consistent, premium experience for your customers, no matter how they reach out. 

More than an integration: an Intelligent CX Platform 

The Unified Workspace is your team's command center unlocks a suite of tools that work seamlessly within ServiceNow to optimize every interaction: 

• Empowering customer self-service with Five9 AI Agents: Offload routine inquiries and free up your live agents by deploying our agentic AI for customer service. Five9 AI Agents can handle common questions, gather initial customer intent, and create a ServiceNow case — all before an agent ever gets involved. 

• Powering real-time guidance with Five9 TranscriptStream: Provide a continuous, high-quality stream of voice transcriptions, turning the conversation into structured data. Five9 TranscriptStream fuel powers Now Assist, which acts as a co-pilot for your team, offering real-time recommendations and surfacing relevant knowledge articles from ServiceNow directly in the workspace. 

• Streamlining post-call work with call transcriptions: Leveraging TranscriptStream data, call summaries and resolution notes are automatically updated into the contact record. Agents can simply review what has been generated, add any additional notes if needed, and disposition the call all within seconds, reducing agent wrap-up time.  

What does this mean for your business? 

By breaking down the silos between communication channels and customer records, Five9 Fusion for ServiceNow delivers powerful benefits that ripple across your entire service operation. 

• Boost agent productivity: By eliminating the need to toggle between screens, agents can focus their energy on the customer, not their tools. This reduces handling times and allows agents to manage more interactions with less effort. 

• Elevate the customer experience: With instant access to customer history and case data from ServiceNow, agents can offer a more personalized and informed level of service from the very first moment of connection. 

• Streamline operations: Our intelligent routing engine now directs both ServiceNow digital cases and Five9 voice and digital interactions to the best-suited agent. This unified approach leverages rich metadata from both platforms, ensuring a perfect match while simplifying administration and improving forecasting. 

A use case in action: from disjointed to seamless 

Imagine a customer, Sarah, calls a retail company about a damaged online order. 

Without this integration, the agent would have to put Sarah on hold, switch to a separate system to look up her order history and then toggle back to document the call. 

With Unified Workspace, the experience is transformed. When Sarah calls, her complete customer profile and case history instantly pop up on the agent’s screen within ServiceNow. As they speak, real-time call transcription captures the details, allowing the agent to focus on the conversation. With all the information in one place, the agent can initiate a return and place a new order in a single, seamless workflow, all while the call is transcribed and summarized automatically. Sarah gets a fast, effortless resolution, and the agent is immediately ready for the next customer. 

The future is unified 

The next evolution of Five9 Fusion for ServiceNow with Unified Workspace is another step in our mission to deliver seamless experiences for agents and customers alike. By combining the power of the Five9 Intelligent CX Platform with the robust capabilities of ServiceNow, we are not just integrating systems; we are connecting conversations, empowering agents, and helping businesses build stronger, more valuable customer relationships. 

Come visit us at ServiceNow Knowledge 26! 

Not only is Unified Workspace available, but you can also see it for yourself at ServiceNow’s flagship event, Knowledge 2026, in Las Vegas from May 5-7. The Five9 team will be at booth #2602, ready to showcase the latest and greatest we have to offer with ServiceNow.  

Come stop by and say hello to the team. We’d love to hear more about how we can help streamline your customer service needs.