NiCE and ServiceNow connect real-time customer engagement with enterprise workflows to enable faster resolutions, AI-driven guidance, and more connected customer experiences.
NiCE has announced the availability of its joint solution with ServiceNow, designed to connect customer engagement with enterprise workflows and back-office execution.
The solution combines NiCE’s CXone platform with ServiceNow Customer Service Management (CSM) and workflow capabilities to help organisations synchronise real-time customer intent with automated enterprise fulfilment.
According to the companies, the platform is designed to help organisations move beyond fragmented customer interactions by linking front-office engagement with middle- and back-office operations in real time.
By connecting customer conversations directly to workflows and fulfilment systems, the solution enables businesses to accelerate resolutions and improve consistency across the customer journey.
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“Customer experience is entering a new era that is defined by speed, intelligence, and execution. 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,” said Jeff Comstock, President of CX Product & Technology, NiCE.
“Exceptional customer service is shifting from transactional to transformational, underpinned by intelligent, connected experiences powered by AI. The NiCE ServiceNow solution 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,” said Alix Douglas, Group Vice President, Partner Solutions, ServiceNow.
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Turning AI into Action Across the Enterprise
The joint solution introduces several capabilities designed to connect AI-powered customer engagement with enterprise execution workflows:
- Unified intelligent routing system that combines ServiceNow customer and case data with NiCE engagement intelligence to orchestrate interactions across front-, middle-, and back-office teams
- AI-powered agent Copilot that provides real-time guidance, automated summaries, proactive recommendations, and next-best actions grounded in customer intent and sentiment
- Dynamic evaluation of customer intent, sentiment, workload, service history, and SLAs to match interactions with the right resource in real time
- Workflow orchestration capabilities designed to eliminate service silos and improve operational coordination across customer support functions
According to NiCE, the platform is designed to help organisations improve resolution speed, reduce operational friction, and deliver more connected customer experiences across service operations.
“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.
Built for AI-Driven Customer Experience Operations
NiCE stated that the launch reflects increasing enterprise demand for AI-powered customer service operations that can unify engagement, automation, and fulfilment across systems.
According to Omdia, organisations increasingly require connected service operations that integrate customer engagement with enterprise execution to improve customer satisfaction and business outcomes.
“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 fulfilment,” said David Myron, Principal Analyst, Customer Engagement, Omdia.
The solution is currently available in controlled release, with broader availability planned as part of the companies’ ongoing collaboration.
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