Unlock Seamless Service: Introducing Five9 Fusion for ServiceNow
September 18, 2025
Customers don’t care about your systems—they care about fast, personalized solutions. Yet too often, disconnected contact center and service workflows get in the way. That’s why we have introduced Five9 Fusion for ServiceNow, helping to bridge that gap. By fusing unified routing capabilities and real-time transcription to power ServiceNow’s Now Assist, we help organizations deliver service experiences that feel effortless for customers and empowering for agents.
With Five9 Fusion for ServiceNow, every customer interaction is enriched with real-time context from Five9 and optimized by ServiceNow’s AI-powered workflows. The result: faster resolutions, smarter automation, and customer experiences that feel seamless end-to-end.
Real-Time Intelligence for Fast, Accurate Resolution
When customers reach out, they don’t want to repeat themselves or wait while agents dig for information. With Five9 TranscriptStream integrated into the ServiceNow Workspace, agents receive real-time transcription of every conversation. This ensures that instead of typing notes or toggling between systems, agents can focus entirely on listening, empathizing, and resolving issues.
The value multiplies when paired with Now Assist. Transcripts are automatically turned into AI-powered case summaries, resolution notes, and recommended actions. This not only accelerates wrap-up but also ensures that no critical detail is missed. AI Search further enhances the experience by surfacing relevant knowledge articles at the right moment.
For customers, this means shorter wait times, fewer errors, and smoother handoffs—all of which translate into service experiences that inspire confidence. For agents, it reduces cognitive load and eliminates manual tasks, allowing them to concentrate on creating meaningful human connections.
Smarter Routing, Better Connections
Nobody enjoys being transferred multiple times or re-explaining their issue. That’s where the Five9 unified routing engine stands out. By leveraging customer and case data directly from ServiceNow, Five9 ensures each interaction is routed to the best available expert from the very start—based on skills, history, and real-time workload.
For customers, the benefit is immediate: faster access to the right person without unnecessary transfers or delays. For the business, it drives efficiency by optimizing staffing, balancing workloads, and delivering consistent service quality across every channel. This level of routing intelligence improves first-contact resolution and builds customer trust, which is essential for long-term loyalty.
AI-Driven, Connected Workflows—From Contact to Case
Five9 Fusion for ServiceNow delivers seamless orchestration of contact center and case management workflows:
TranscriptStream + Now Assist for AI-powered use cases such as AI Search, case summaries and recommended actions.
Unified Routing for single routing engine to ensures customers always reach the right expert.
Consolidated Agent Workspace keeps all interaction history, controls, and tools in one intelligent view.
Analytics & Insights: Trends from transcripts, resolution notes, and workflows provide leaders with actionable intelligence to optimize operations.
A Partnership Built for the Future
This collaboration between ServiceNow and Five9 is as much about philosophy as it is about technology. ServiceNow’s platform of action and the Five9 Intelligent CX Platform were built to help enterprises scale with intelligence and agility. By bringing them together, we’re delivering a solution that is fast to deploy, easy to manage, and designed to deliver rapid ROI.
For enterprises, this means more than just efficiency gains. It means empowered agents, happier customers, and IT leaders who can deliver business outcomes without adding complexity. It means turning service into a competitive differentiator—powered by AI, fueled by data, and orchestrated seamlessly across the enterprise.
Service That Feels Effortless
Great service isn’t just about speed—it’s about making every interaction effortless, personal, and meaningful. With the Five9 and ServiceNow integration, enterprises can finally deliver service that matches customer expectations: connected journeys, personalized resolutions, and AI-driven insights at every step.
Because in the end, customers don’t measure service by systems or workflows—they measure it by how easy you make it for them to get the help they need. With Five9 Fusion for ServiceNow, that ease comes standard.
