Singapore – NiCE has announced the release of a joint solution developed with ServiceNow that is designed to connect customer-facing engagement systems with back-office operational workflows.
The offering aims to help organisations initiate enterprise processes as soon as a customer interaction begins, reducing delays between support requests and internal resolution activities.
The integrated platform combines NiCE’s CXone customer experience technology with ServiceNow’s Customer Service Management (CSM) and workflow tools. The system is intended to link real-time customer interactions with internal fulfilment processes, allowing businesses to manage issues from first contact through to completion.
“Customer experience is entering a new era that is defined by speed, intelligence, and execution,” Jeff Comstock, President of CX Product & Technology at NiCE, stated.
“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.”
One of the main features of the platform is an intelligent routing system that uses customer records, case information and live engagement data to direct enquiries to the most suitable team or employee. Factors such as customer intent, sentiment, previous service history, workloads and service-level targets are assessed to support faster handling and reduce operational fragmentation.
Another component is an AI-enabled assistant for staff, which is designed to provide real-time recommendations, summaries and suggested next steps based on customer behaviour and interaction data. The tool is intended to help employees manage tasks more efficiently across customer service and operational teams.
“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,” Alix Douglas, group vice president, Partner Solutions at ServiceNow, shared.
The joint platform reflects a growing demand for AI-led transformation in customer experience management.
The NiCE ServiceNow platform is currently available through a controlled release programme, with broader availability expected as collaboration between NiCE and ServiceNow continues.
