ServiceNow (NOW) and Five9 (FIVN) said Wednesday they were building on their prior partnership to produce a new customer-relationship management platform intended to simplify contact center operations, unify customer support processes and increase agent efficiency as well as reduce costs.
The new platform combines Five9's TranscriptStream with ServiceNow's Interaction Management tools, allowing agents to concentrate on customer issues without needing to take notes. It also uses transcriptions to produce summaries and resolution notes while speeding up agent handling times and reducing wrap-up activities, the companies said.
The automated routing engine from Five9 will now have the capability to direct ServiceNow digital channels and cases, in addition to Five9 channels, to the appropriate agent, utilizing the metadata from ServiceNow, according to the companies.
The combined ServiceNow and Five9 functionalities are anticipated to be available for clients during H1 2025, they said.
Price: 1045.60, Change: -2.69, Percent Change: -0.26
免责声明：投资有风险，本文并非投资建议，以上内容不应被视为任何金融产品的购买或出售要约、建议或邀请，作者或其他用户的任何相关讨论、评论或帖子也不应被视为此类内容。本文仅供一般参考，不考虑您的个人投资目标、财务状况或需求。TTM对信息的准确性和完整性不承担任何责任或保证，投资者应自行研究并在投资前寻求专业建议。