NiCE Advances the Future of AI-First Customer Experience within the contact centre with ServiceNow – By unifying engagement intelligence with enterprise-wide workflows, NiCE and ServiceNow are moving CX from reactive support to proactive resolution
NiCE have announced the availability of its NiCE ServiceNow joint solution, closing the gap between front-office engagement and back-office execution. Organizations can trigger complex enterprise workflows the moment a customer interaction begins.
The NiCE ServiceNow joint solution helps organizations move beyond fragmented interactions by unifying real-time customer engagement with the workflows and systems required to resolve issues end-to-end. By bringing together NiCE’s industry-leading CX AI platform, CXone, with ServiceNow Customer Service Management (CSM) and workflow capabilities, the solution connects customer engagement with enterprise execution to synchronize real-time customer intent with automated enterprise fulfillment.
Jeff Comstock, President of CX Product & Technology at NiCE, said,
“Customer experience is entering a new era that is defined by speed, intelligence, and execution,”
“With this release, we are helping organizations turn AI innovation into everyday impact by connecting customer conversations directly to the people and processes that deliver outcomes.”
Alix Douglas, group vice president, Partner Solutions at ServiceNow, said,
“Exceptional customer service is shifting from transactional to transformational, underpinned by intelligent, connected experiences powered by AI,”
“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.”
Turning AI into Action Across the Enterprise
The NiCE ServiceNow solution delivers a powerful set of advanced capabilities including:
- Unified intelligent routing system: Combines ServiceNow’s rich customer and case data with NiCE’s real-time engagement intelligence to orchestrate interactions across front, middle, and back-office teams. By dynamically evaluating intent, sentiment, service history, workload, and SLAs, the platform ensures every interaction is matched to the right resource at the right time, driving faster resolution and eliminating service silos.
- AI-powered agent Copilot: Leverages NiCE’s CX AI to provide role-specific, real-time guidance grounded in customer intent, sentiment, and behavioral patterns. Copilot delivers proactive recommendations, automated summaries, and intelligent next-best actions that streamline workflows, reduce cognitive load, and accelerate resolution across front, middle, and back-office operations.
These capabilities help organizations eliminate service silos, empower conmtact centre agents, and deliver more consistent, end-to-end customer experiences.
Krystal Davis, Vice President, Contact Centre Planning and Infrastructure Manager, Fulton Bank, said,
“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,”
Built for an Era of CX AI Acceleration
The launch of this solution comes as AI is becoming the defining force in customer experience transformation. NiCE continues to lead this evolution, orchestrating billions of AI-augmented interactions in 2025, underscoring the scale, maturity, and trust behind its CX AI platform.
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 organizations 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.
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
