NICE announced a strategic partnership with ServiceNow at Knowledge 2025 to deliver an integrated platform for customer service automation.
The collaboration combines NICE’s AI-driven customer engagement tools with ServiceNow’s workflow and case management capabilities to connect front, middle, and back-office functions in a single system.
Barry Cooper, President, CX Division, NICE, said: “By bringing together NICE’s AI-driven customer service automation and ServiceNow’s robust AI platform, we’re enabling businesses to streamline their operations and deliver fully automated customer service fulfilment.
This unified approach will improve both customer and employee experiences, delivering greater value for all.”
The partnership aims to reduce operational silos and improve service resolution by linking customer interactions with fulfillment processes across departments.
Through real-time data sharing and intelligent case routing, the integrated solution is designed to improve agent productivity, streamline workflows, and enhance service accuracy.
Key functions include AI-supported routing of customer inquiries, agent-facing insights to guide decisions during interactions, and continuous monitoring of service quality using real-time analytics.
Together, NICE and ServiceNow intend to provide organizations with a unified approach to managing and optimizing customer service delivery.
Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow, said, “Organizations are under increasing pressure to meet rising customer expectations while reducing operational costs.
By integrating NICE’s CCaaS and WEM capabilities with the ServiceNow AI Platform, we’re unifying real-time customer engagement with enterprise workflow automation.”
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Author: Hannah Swankie
Reviewed by: Rachael Trickey
Published On: 8th May 2025
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