Upgrade with Confidence: Five9 Is Certified for the ServiceNow Australia Release

Delivering exceptional customer experiences (CX) isn’t just about having the right tools; it’s about ensuring those tools work together seamlessly. Agents need a unified, intelligent workspace that empowers them to resolve issues quickly, efficiently and empathetically. That’s why Five9 and ServiceNow have built this partnership around a shared commitment of removing operational friction and bridging the gap between your contact center and your core system of record. 

We’re excited to share some exciting news for our joint customers: Five9 Fusion for ServiceNow is now officially certified on the latest ServiceNow release, Australia. 

This represents our ongoing commitment to keeping your business at the forefront of customer service technology. It ensures that as ServiceNow continues to innovate and roll out new capabilities, your Five9 ServiceNow integration moves right along with it, without missing a beat. 

What does this mean for you? A completely seamless upgrade 

Upgrading enterprise software can feel like a daunting task. IT and contact center leaders often worry about the potential for broken integrations, unexpected downtime, or the need for complex, costly re-configurations that drain IT resources. With the certification of Five9 Fusion on the ServiceNow Australia release, that headache is gone. 

The most important takeaway for you is this: All you need to do is upgrade your existing ServiceNow environment to the Australia release, and Five9 will continue to work seamlessly. 

There are no heavy new installations required, no intricate API mapping projects to undertake and zero disruption to your contact center operations. Your routing, automated screen pops and custom workflows will simply carry over. Five9 has been certified through ServiceNow’ Technology Partner Program, meaning the integration has passed rigorous platform-level validation, so that your IT department doesn't have to. You get to take full advantage of the new features and security enhancements in the Australia release while maintaining the robust, reliable contact center capabilities of Five9. 

Unifying the workspace for peak agent performance 

With this certification, you continue to leverage Five9 and ServiceNow contact center integration capabilities uninterrupted. When a customer connects, Five9 seamlessly identifies them and pops the relevant ServiceNow customer record, history, or open incident directly onto the agent's screen before they even say "hello." This immediate access to context reduces Average Handle Time (AHT) and boosts first-contact resolution rates, making your agents' lives easier and your customers happier. 

If you’re looking to utilize Unified Workspace, Five9 also provides an integration. We have built on ServiceNow’s Contact Center Integration Framework (CCIF), embedding call controls directly into the ServiceNow workspace. This enables your agents to handle Five9 Voice and ServiceNow Digital Channels without ever having to toggle between different applications. 

Synergy with AI and automation 

As both Five9 and ServiceNow continue to provide Artificial Intelligence capabilities, this seamless integration enables you to maximize the benefits of both platforms. Whether you’re using Five9 Voice AI Agents and TranscriptStream to capture the nuance of a conversation or leveraging ServiceNow’s Now Assist features to summarize tickets and guide agent workflows, the continuous data sync between our platforms makes these AI tools exponentially smarter. The effortless upgrade to the Australia release guarantees that this critical data flow remains completely uninterrupted, allowing your AI investments to deliver maximum ROI. 

Ready for the future 

Customer expectations will continue to evolve, and the tools you use to meet those expectations must be agile, reliable and deeply integrated. Five9 certification on the ServiceNow Australia release is a testament to our proactive approach to ecosystem integration. Your technology stack should be an enabler of great experiences, not a bottleneck. 

If you’re a current Five9 and ServiceNow customer, we encourage you to plan your upgrade to the Australia release with total confidence. Your contact center is ready for it. 

To learn more about how Five9 Fusion for ServiceNow can transform your customer service operations, or if you have specific questions about your upgrade path, reach out to your Five9 account manager or visit Five9.com/ServiceNow. Let’s continue to elevate the agent experience, together.