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Highlights
Five9 introduced Fusion for ServiceNow, an AI-powered integration designed to unify voice and digital interactions into one workflow.
The integration includes real-time AI transcription and unified routing, enhancing agent productivity and reducing handling times.
A single agent experience with native call controls is scheduled for availability in early 2026.
Five9 (Nasdaq:FIVN), provider of the Intelligent CX Platform, announced the launch of Five9 Fusion for ServiceNow, a turnkey AI-powered integration that unifies voice and digital interactions through real-time transcription and a single routing engine.
The new solution is designed to help enterprises deliver faster, more personalized customer service at scale, while improving operational efficiency and reducing costs.
Addressing Customer Service Fragmentation
Fusion for ServiceNow integrates the Five9 real-time system action with ServiceNow Customer Service Management (CSM). Together, the platforms create a single AI-powered ecosystem to address one of the most persistent challenges in customer service: fragmented systems.
By consolidating voice and digital workflows, businesses gain the ability to equip agents with real-time context, improve visibility across operations, and enhance the customer experience.
Newly Available Capabilities
The integration introduces two key AI-enhanced capabilities that are now available:
Real-Time Transcription
Five9 TranscriptStream integrates directly within ServiceNow Workspace, enabling real-time speech-to-text transcription. Agents can focus on customer interaction instead of manual note-taking. Leveraging this, ServiceNow’s Now Assist, powered by generative AI, generates case summaries, recommended actions, and resolution notes. This reduces call wrap-up times, shortens average handling times, and improves agent productivity.
Unified Routing
Five9’s intelligent routing engine now integrates with ServiceNow’s digital channels and cases. By using ServiceNow metadata, the system ensures each interaction is matched with the most appropriate agent. The same data feeds into Five9 Workforce Engagement Management to improve forecasting, scheduling, and operational flexibility.
Upcoming Capability in 2026
A third capability, Single Agent Experience, is scheduled for launch in early 2026. This feature will embed native call controls directly into ServiceNow’s Agent Workspace. Agents will be able to manage all Five9 interactions within the Universal Agent Inbox, delivering a consistent, cross-channel experience with unified caller context and customer data in one view.
Partnership with ServiceNow
Five9 and ServiceNow have maintained a partnership for more than eight years, serving over 200 mutual customers globally. Their joint integrations are certified twice annually to ensure compatibility and reliability. The most recent certification in Zurich reaffirmed the ability for customers to leverage both platforms seamlessly with the latest updates.
About Five9
Five9 provides AI-driven customer experience solutions that enable organizations to deliver more personalized and efficient service. Its Intelligent CX Platform, powered by Five9 Genius AI, is used by more than 3,000 customers and 1,400 partners worldwide.
