Five9 and ServiceNow’s Partnership Delivers “Fusion”

Five9 has announced the launch of “Fusion” for ServiceNow.

The solution combines Five9’s real-time system actions with ServiceNow Customer Service Management to give businesses a single platform that address challenges caused by fragmented service systems.

Key features now available include real-time transcription, which generates case summaries and recommendations to reduce handling times, and unified routing, which directs both digital and voice interactions using ServiceNow metadata.

Kim Hill, SVP Partner Sales at Five9, said the integration builds directly on the companies’ longstanding relationship: “Our longstanding partnership with ServiceNow is focused on creating seamless customer experiences.

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.”

A third capability, a single agent experience with native call controls in ServiceNow’s Agent Workspace, is planned for early 2026.

Michael Ramsey, GVP Product Management, CRM and Industry Workflows at ServiceNow, highlighted how the integration helps meet modern customer expectations:

“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.

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.”

Author: Hannah Swankie

Reviewed by: Jo Robinson