Five9 Enhances the ServiceNow Integration--Improving the Customer and Employee Experience

Many customer service organizations still struggle with effectively managing inbound inquiries that occur across omnichannel (chat, SMS, phone, email, social, etc.) environments. If you've ever made a call into a customer service line, oftentimes, they are routing your interaction without even looking at the queue across all the channels. This inefficiency results in both longer customer wait times and a frustrated team of employees if the workload is not balanced fairly. It becomes virtually impossible to maximize that load of work efficiently and effectively. 

Five9 continues to innovate with the ServiceNow team to enable both a better customer and employee experience. With the latest release, Five9 makes significant enhancements to its existing ServiceNow productized adapter, introducing Federated Routing, enabling presence sync across Five9 and ServiceNow. This integration leverages the ServiceNow Interactive Management System.  

This tighter integration enables a presence sync across all agents. Therefore, the enhanced Five9 and ServiceNow solution will look at the whole team’s presence status availability across all channels when the next customer inquiry is looking to be assigned to the best team member that is available to respond. 

The upgraded adapter will improve desired business outcomes as organizations transform contact centers to be proactive service centers that can balance the peaks and valleys of customer inquiries with internal resources. This effective resource automation can enable organizations to continue the journey of providing better customer and employee experiences. 

Additional enhancements have been released to the ServiceNow adapter include the following:   

• Federated Routing 

• Interaction Management System within Agent workspace for agents to take advantage of the latest functionality

• Certified and published in the Okta app store for customers to enable authentication and provisioning capabilities​ using Okta SSO 

• Click-to-SMS

• ServiceNow San Diego release 

Five9 will continue to allow organizations to optimize their existing ServiceNow investments. To learn how Five9 and ServiceNow solutions can help transform your customer service experience, visit Five9.com/ServiceNow. 

https://www.five9.com/blog/cowabunga-five9-certified-now-platformr-san-diego-release