FIVE9® ADAPTER FOR SERVICENOW
ServiceNow w/ Digital Workforce & Optimization
Seamlessly connect to ServiceNow functionality, utilizing the power of real-time customer data to drive greater business results.
Delight Customers and Upskill Your Organization with Amazing Service Experiences
Five9 brings the power of the portfolio to improve agent efficiency and increase ROI utilizing a single, intuitive user interface. This provides greater customer satisfaction in real time, complementing the ServiceNow experience.
Eliminate the need for agents to switch between applications and work within the native ServiceNow environment to understand who the customer is and their recent service journey. Agents automatically receive the critical information they need to provide a personalized experience for customers prior to the interaction.
ServiceNow and Five9 can help you deliver a complete end-to-end customer service experience.
Five9 and ServiceNow: Delivering Exceptional Experiences
Click-to-call from within the ServiceNow environment to easily reach out to customers and prospects.
Data-Rich Screen Pops
Match inbound and outbound customer information and provide “screen pops” by opening corresponding ServiceNow records. Agents see important customer data prior to accepting the interaction.
Powerful Call Routing
Effectively prioritize and route calls and voicemails to the right agent at the right time. Provide inbound callers with IVR self-service applications.
Take advantage of a rich administrative and supervisor environment to manage your contact center agents, IVR scripts, campaigns, and agents’ skills.
Automatic Interaction Logs
Save logs automatically when an interaction ends to ensure that every interaction is stored in the system of record—keeping teams synced on all customer communication.
Agent Interaction Control
Empower agents with rich interaction handling for chats, emails, and calls including recording, parking, cold or warm transfers and conferences, click-to-dial and more—all from within the ServiceNow workspace.
Deliver Digital-First Omnichannel Experiences
Deliver extraordinary omnichannel customer journeys across voice and digital channels, including voice (inbound/outbound), self-service (IVR/IVA), messaging (chat, SMS, social), email, video, and mobile.
We can now better service the customers by breaking the barriers, because we were all on different systems consolidating to one vendor helps empower our agents and brings us all to the forefront of technology.
Single Solution to Support
- Class and Agent Workspace
- Customer Service Management (CSM)
- IT Service Management (ITSM)
Integrated Agent Desktop
- Single-pane agent desktop
- UC Integration
Embedded Supervisor Interface
- Embedded supervisor desktop
- Omnichannel visibility and monitoring
Workforce Optimization Connector
- Pre-built integration
- Recorded interactions
- Transcript captures of digital channels
- Collet handling data
Five9 and ServiceNow Partnership
- 500+ integrated agent seats
- 4+ years of integration into CSM and ITSM solutions
- NPS score of 80+ for Professional Services implementation