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.
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