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No Jitter Brief:
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Five9 announced Five9 Fusion for ServiceNow, which integrates Five9’s TranscriptStream, for real-time transcription, and Five9’s intelligent routing engine which, by also using ServiceNow metadata on customers who are calling in, can match those calls to the right agents. Additionally, Native Call Controls are being brought into ServiceNow’s Agent Workspace which allows agents a unified view of the caller context and relevant data.
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This integration delivers on two of the AI-enhanced capabilities that both companies previewed in November 2024, as well as the eight-year-long partnership between the two companies. Fusion is Five9’s brand for integration. Two other Fusion integrations were announced earlier this year: Five9 Fusion for Salesforce in April 2025 and Five9 Fusion for Epic in August 2025. Salesforce is the well-known CRM vendor, and Epic provides an electronic health record (EHR) system.
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“What’s clear to me is Five9 is being very aggressive with its Fusion brand in building tight integrations with systems of record,” said Nicolas De Kouchkovsky, a frequent No Jitter contributor and industry analyst with CaCube Consulting. “The second thing is ServiceNow is aggressively moving into the contact center space.”
No Jitter Insight:
Data tends to be siloed in the various systems of record (e.g., CRM) that organizations own. Data is typically considered the foundation of AI. If it is trapped in silos, then AI deployments become less valuable or don’t work.
“This is especially true for service and the contact center. For way too long we have been focused on bringing CRM data into our contact center systems and enabling service/CC data to be pulled into sales and/marketing’s view by having service data in CRM,” wrote Liz Miller, vice president and principal analyst at Constellation Research, in an emailed statement.
Five9 Fusion for ServiceNow helps overcome those silos by delivering a unified experience so that call center agents have the information they need in a single interface which helps them, in turn, deliver a better experience to the customer. Additionally, the integration of real-time transcription within the ServiceNow Workspace, which includes the generative AI-powered Now Assist, will use those transcripts to automatically generate case summaries, resolution notes and recommend actions. This automation can reduce call wrap-up times, shorten average handling times, and potentially increase agent productivity.
“Service data, especially data from the contact center, is the richest, most salient and clear signal of, from and about the customer. Yet all too often it is reduced to an event in the CRM record,” wrote Miller. “As more customers have realized that CRM has and continues to fail the relationship and the customer, CIOs in partnership with their CMO, CRO, CCO partners have looked to build better and have actually been building systems on ServiceNow that, for all intents and purposes, serves as their CRM tool.”
Today’s news also follows the ServiceNow and Genesys integration and the April 2025 expanded partnership between ServiceNow and 3CLogic, a CCaaS platform built for ServiceNow. In May 2025, ServiceNow and NiCE partnered as did ServiceNow and Zoom and ServiceNow and Vonage.
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