NICE announced a strategic partnership with ServiceNow at ServiceNow’s annual customer and partner event, Knowledge 2025.
The partnership brings together NICE’s industry-leading AI-powered customer service automation platform with ServiceNow’s AI platform and Customer Service Management (CSM) solutions to provide a ready-to-deploy AI-driven framework that connects front-, middle- and back-office operations to optimize every customer service interaction for greater efficiency and improved experience.
By combining the two companies’ industry-leading AI capabilities, NICE and ServiceNow will unify real-time customer service automation and enterprise workflow management, eliminating the operational silos that traditionally define customer service delivery.
It enables organizations to seamlessly connect front-office customer interactions with middle- and back-office fulfillment processes on a single, integrated platform.
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With this integration, businesses can provide faster resolutions, reduce service gaps, optimize agent productivity, and ultimately transform fragmented customer journeys into consistent, satisfying experiences.
“Many businesses face challenges with disconnected systems and siloed workflows that compromise operational efficiency and the quality of the customer experience. By integrating NICE’s AI-driven customer service automation with ServiceNow’s robust AI platform, businesses can streamline operations and achieve fully automated customer service delivery. This integrated approach will improve both customer and employee experiences, creating greater value for all parties,” said Barry Cooper, president, CX, NICE.
“Customer expectations are rising while enterprises face pressure to reduce operational costs. By integrating NICE’s CCaaS and WEM capabilities with ServiceNow’s AI platform, we are bringing together real-time customer engagement and enterprise workflow automation,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflow, ServiceNow.
The partnership will leverage a CX framework that integrates the companies’ AI and automation capabilities to drive productivity, improve quality assurance and maximize outcomes:
AI-driven customer engagement integration: ServiceNow’s rich customer data works seamlessly with NICE’s engagement intelligence to match each customer with the best agent in real time. AI evaluates sentiment, intent, history, and SLAs to dynamically route ServiceNow chats and cases to front- and back-office teams. This integrated, intelligent routing system improves customer satisfaction, drives revenue growth, and ensures efficient resolution for both customers and agents.
Improve employee productivity with AI support: Enhance agent decision-making and performance with real-time AI insights. Role-based copilots provide instant access to customer sentiment, behavioral patterns and service history to help employees succeed with every interaction. AI-driven recommendations automate the next best action for agents and back-office teams, streamlining workflows to ensure faster and more optimal responses across the entire customer experience.
Improve quality through continuous, proactive optimization: Leverage real-time AI insights to drive continuous quality improvement across customer service, product experience, and operations. AI analyzes interactions in real time, detects trends and compliance gaps, and automatically triggers actionable workflows within ServiceNow. This intelligence ensures that every customer interaction contributes to operational excellence, improving service accuracy, optimizing processes, and continuously improving business performance.
“Even if powered by AI, workflows and automation will be limited as long as they remain siloed. NICE and ServiceNow are removing the barriers that have prevented organizations from delivering a unified service experience,” said Liz Miller, VP and principal analyst at Constellation Research.
“This partnership will streamline every service request from start to finish, accelerating service delivery, improving operational efficiency and driving customer satisfaction to new heights. It also provides an opportunity to optimally architect experience handoffs across sales, marketing and customer service, intentionally connecting these critical workflows to make customer experience a true team sport across the entire company.”
“We are excited about the possibilities that the partnership between NICE and ServiceNow offers to help our clients transform how they deliver customer experiences,” said Dave Seibold, CEO, TTEC Digital. “We believe in a future where AI-driven automation powers end-to-end workflows that span front-to-back-office tools and platforms — what we call ‘Experience Fulfillment’ — every service interaction will be faster, smarter and more connected.”
SOURCE: PRTimes
