NiCE has released its joint solution with ServiceNow, designed to integrate customer engagement with back-office workflows. This integration allows organisations to initiate enterprise processes at the start of a customer interaction.
The solution combines NiCE’s CXone platform with ServiceNow Customer Service Management (CSM). By linking these systems, the software aims to automate fulfillment tasks and synchronise customer service data with backend resolution processes.
“Customer experience is entering a new era that is defined by speed, intelligence, and execution,” said Jeff Comstock, President of CX Product & Technology at NiCE. “With this release, we are helping organisations turn AI innovation into everyday impact by connecting customer conversations directly to the people and processes that deliver outcomes.”
“Exceptional customer service is shifting from transactional to transformational, underpinned by intelligent, connected experiences powered by AI,” said Alix Douglas, group vice president, Partner Solutions at ServiceNow. “The NiCE ServiceNow solution, built on the ServiceNow AI Platform, equips organisations to unify real-time customer engagement with enterprise workflows – accelerating resolution, improving consistency, and delivering measurable outcomes across the end-to-end customer journey. Together, we’re advancing a shared mission to supercharge every stage of the customer journey.”
The NiCE ServiceNow solution includes several integrated features designed to manage enterprise workflows:
- Unified intelligent routing: This system integrates ServiceNow’s customer and case data with NiCE’s engagement analytics to manage interactions across different departments. The platform routes tasks based on intent, sentiment, service history, workload, and SLAs to assign resources to specific interactions.
- AI-powered agent copilot: This tool uses NiCE’s CX AI to provide guidance based on customer intent and behavior. It generates automated summaries and recommendations for next actions, with the goal of assisting agents in front, middle, and back-office roles.
These features are intended to connect departmental operations and provide agents with tools to manage customer interactions through a centraliaed system.
“We’re excited about the capabilities this solution brings to our service organisation. The combination of intelligent routing and AI-powered agent support has the potential to help our agents work more effectively while delivering better experiences for our customers,” said Krystal Davis, Vice President, Contact Centre Planning and Infrastructure Manager, Fulton Bank.
According to David Myron, Principal Analyst, Customer Engagement, Omdia, “Organisations can no longer afford disconnected service operations. By uniting real-time customer engagement with enterprise workflow execution, NiCE and ServiceNow are helping organisations accelerate resolution, improve customer satisfaction, and drive measurable business outcomes through more efficient service fulfillment.”
The solution is available in controlled release, with expanded availability planned in alignment with NiCE’s ongoing collaboration with ServiceNow.
