Five9 Debuts Fusion for ServiceNow, Unifying AI Support

Five9, a leading provider of the Intelligent CX Platform, has announced the launch of Five9 Fusion for ServiceNow, a turnkey AI-powered integration designed to unify voice and digital interactions. By combining a real-time AI transcription stream with a single intelligent routing engine, the solution empowers businesses to deliver faster, more personalized, and scalable customer service experiences.

Five9 Fusion for ServiceNow integrates the real-time system actions of Five9 with the advanced capabilities of ServiceNow Customer Service Management (CSM). This collaboration tackles one of the biggest challenges in customer service fragmented systems that slow down agents, reduce operational transparency, and frustrate customers. With this integration, organizations can unify digital and voice channels into one seamless workflow. Agents benefit from instant context and actionable tools to resolve issues more efficiently, while companies gain visibility across the entire customer journey and reduce operational costs.

“Our longstanding partnership with ServiceNow is focused on creating seamless customer experiences,” said Kim Hill, SVP Partner Sales at Five9. “Five9 Fusion for ServiceNow delivers a foundation for service excellence – eliminating the friction of multiple systems and empowering agents with a single interface to work confidently and efficiently and deliver faster, more personalized interactions at scale. With this new integration, every touchpoint becomes more intuitive and impactful for customers and agents alike.”

The new solution introduces two AI-enhanced features now available, with another capability on the roadmap:

• Real-Time Transcription (Now Available): Powered by Five9 TranscriptStream, this feature integrates directly into ServiceNow Workspace, providing speech-to-text in real time. Generative AI, through Now Assist, leverages these transcripts to create case summaries, suggest next steps, and auto-generate resolution notes. This reduces call wrap-up time, shortens average handling times, and boosts agent productivity.

• Unified Routing (Now Available): Five9’s routing engine can now direct ServiceNow digital channels and cases alongside Five9 channels. Using ServiceNow metadata, the system matches each interaction with the most qualified agent. This metadata also enhances Five9 Workforce Engagement Management to improve scheduling, forecasting, and overall agility.

• Single Agent Experience (Coming in 2026): This upcoming capability will embed native call controls into ServiceNow Agent Workspace, enabling agents to manage all Five9 interactions within a single Universal Agent Inbox for a more cohesive, cross-channel customer experience.

“Customers expect their requests to be handled quickly, accurately, and seamlessly whether through self-service digital and voice channels or by connecting to a live agent,” said Michael Ramsey, GVP Product Management, CRM and Industry Workflows at ServiceNow. “Five9 Fusion for ServiceNow helps businesses break down fragmented systems and deliver a unified, agentic AI-powered service experience.”

The partnership between Five9 and ServiceNow spans more than eight years, supporting over 200 mutual customers worldwide. Both companies ensure seamless integrations with bi-annual certifications, including the most recent Zurich certification, which confirms customers can leverage the latest platform updates with confidence and reliability.

With Five9 Fusion for ServiceNow, businesses now have a powerful way to modernize customer service, unify workflows, and empower agents with intelligent tools for next-level CX.