September 17, 2025
Five9 Launches Fusion for ServiceNow to Deliver AI-Powered Customer Service Experiences
Collaboration and integration is key for any vendor looking to fit into a fractured operational business software landscape. The latest example comes from Five9 Fusion tucking neatly under ServiceNow’s wing to provide real-time transcription and unified routing to eliminate fragmented CX systems, lower costs, and accelerate ROI.
According to the company, Five9 Fusion for ServiceNow combines the Five9 real-time system action with the strengths of ServiceNow Customer Service Management (CSM) to give businesses a single, AI platform. One that addresses one of the biggest challenges in customer service: fragmented systems that slow down agents, limit operational visibility, and frustrate customers.
Five9 was recently highlighted as one of the leader’s in Gartner’s latest CCaaS Magic Quadrant, and the news adds to Fusion’s integration prowess with previous tie-ups in Salesforce and Epic, an ehealth system.
Five9 Brings Unified Voice and Digital
By unifying voice and digital services into one intelligent workflow, the integration equips agents with instant context and tools to resolve customer issues faster and deliver more proactive and personalized experiences at scale, while lowering costs and providing end-to-end visibility across the customer journey.
“Our longstanding partnership with ServiceNow is focused on creating seamless customer experiences,” said Kim Hill, SVP Partner Sales, 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.”
Five9 Fusion for ServiceNow makes available two of the three AI-enhanced capabilities previewed by Five9 and ServiceNow:
- Available now: Real-Time Transcription: Five9 TranscriptStream integrates directly within ServiceNow Workspace, providing real-time speech to text capabilities to enable agents to focus entirely on the customer instead of note-taking. Now Assist, powered by generative AI, uses these transcripts to generate case summaries, recommended actions, and resolution notes—reducing call wrap-up times, shortening average handling times, and increasing agent productivity.
- Available now: Unified Routing: Five9’s intelligent routing engine can now direct ServiceNow digital channels and cases alongside Five9 channels, using ServiceNow metadata to match each interaction with the right agent. The same metadata enriches Five9 Workforce Engagement Management solutions to improve forecasting, scheduling, and operational agility.
- Availability scheduled for early 2026. Single Agent Experience: This new capability will bring Native Call Controls into ServiceNow’s Agent Workspace, enabling agents to manage Five9 interactions directly in the Universal Agent Inbox, to deliver a consistent, cross-channel experience with complete caller context and relevant data in one view.
The Need For Live Agents Remains
“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. By leveraging ServiceNow’s AI-driven CRM platform alongside Five9’s real-time transcription and intelligent routing, organizations gain end-to-end visibility and actionable insights, enabling agents to resolve issues faster and provide customers with exactly what they need, when they need it.”
Expect plenty more integration action as platform providers look to round out their offerings and full gaps in their portfolio, in the rush to the AI promised land.
