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Five9 and ServiceNow Integration

Seamlessly connect to ServiceNow functionality, utilising the power of real-time customer data to drive greater business results.

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Delight Customers and Upskill Your Organisation with Amazing Service Experiences

Five9 brings the power of the portfolio to improve agent efficiency and increase ROI utilising 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 personalised experience for customers prior to the interaction.

ServiceNow and Five9 can help you deliver a complete end-to-end customer service experience.

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Five9 and ServiceNow: Delivering Exceptional Experiences

  • Click-to-Call

    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 prioritise and route calls and voicemails to the right agent at the right time. Provide inbound callers with IVR self-service applications.

  • Easy Administration

    Take advantage of a rich administrative and supervisor environment to manage your contact centre 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.

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93% of customers are likely to make repeat purchases with companies who offer excellent customer service.


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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

  • Classic, Agent, Configurable, Service Operations Workspace
  • Customer Service Management (CSM)
  • IT Service Management (ITSM)
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Integrated Agent Desktop

  • Single-pane agent desktop
  • Screen-pop
  • UC Integration
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Workforce Optimisation Connector

  • Pre-built integration
  • Recorded interactions
  • Transcript captures of digital channels
  • Collet handling data
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Five9 and ServiceNow Partnership

  • 6+ years of partnership
  • 500+ integrated agent seats
  • Certified compatibility with Tokyo and Utah release

We’ll help you find the right strategy and products for your evolving business.

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Resources To Help You Get Started

Data Sheet

Five9 Adapter for ServiceNow

White Paper

Cloud CRM Integrations


Use real-time data collected from your customers to provide actionable insights for your agents and business.

Explore all our solutions

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Customer Experience

Connect to customers and solve their problems the first time.

Customer Experience

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Agent Empowerment

Empower your agents so they can focus on delivering a more human experience.

Agent Empowerment

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Manage your agents with empathy while delivering impact to the business.

Business Agility