NICE   has announced at ServiceNow’s annual customer and partner event, Knowledge 2025, a strategic partnership with ServiceNow , the AI platform for business transformation, to deliver end-to-end, fully automated customer service fulfilment. The partnership leverages NICE’s industry-leading artificial intelligence (AI)-powered customer service automation platform with the ServiceNow AI Platform and Customer Service Management (CSM) solution to provide organisations with a turnkey, AI-powered framework that connects front-, middle-, and back-office operations, optimising every customer service interaction for enhanced efficiency and improved experiences. 

By combining industry-leading AI capabilities from both companies, NICE and ServiceNow are bringing together real-time customer service automation and enterprise workflow management to eliminate operational silos that traditionally plague customer service delivery. Organisations can now seamlessly connect front-office customer interactions with middle and back-office fulfilment processes through a single, integrated platform. This convergence enables businesses to deliver faster resolutions, reduce service gaps, optimise agent productivity, and ultimately transform fragmented customer journeys into cohesive, satisfying experiences. 

Barry Cooper, president, CX division, NICE, said, “Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE’s AI-driven customer service automation and ServiceNow’s robust AI platform, we’re enabling businesses to streamline their operations and deliver fully automated customer service fulfilment. This unified approach will improve both customer and employee experiences, delivering greater value for all.”  

Michael Ramsey, general vice president, product management, CRM and industry workflows, ServiceNow, said, “Organisations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE’s Contact Centre-as-a-Service (CCaaS) and workforce engagement management (WEM) capabilities with the ServiceNow AI Platform, we’re unifying real-time customer engagement with enterprise workflow automation.” 

The partnership leverages both companies’ AI and automation capabilities in a unified customer experience (CX) framework to drive productivity, improve quality assurance, and maximise outcomes: 

• Unifying AI-powered customer engagement: seamlessly connect ServiceNow’s rich customer data with NICE’s engagement intelligence to match every customer with the optimal agent in real time. AI evaluates sentiment, intent, history, and service level agreements (SLAs) to dynamically route ServiceNow chats and cases across front- and back-office teams. This unified, intelligent routing system increases customer satisfaction, drives revenue growth, and ensures efficient service resolutions that benefit both customers and agents. 

• Enhance workforce productivity with AI-powered support: empower agents with real-time AI insights to improve decision-making and performance. Role-specific copilots deliver instant access to customer sentiment, behavioural patterns, and service history, ensuring employee success in every interaction. AI-driven recommendations proactively guide agents and back-office teams, automate next-best actions, and streamline workflows for faster, more optimal resolutions across the entire customer journey. 

• Elevate quality through continuous proactive optimisation: drive continuous quality improvements across customer service, product experiences, and operations with AI-powered insights as they happen. AI analyses interactions in real time to detect trends and compliance gaps, automatically triggering actionable workflows in ServiceNow. This intelligence ensures every customer interaction fuels operational excellence, enhancing service accuracy, optimising processes, and continuously improving business performance. 

Liz Miller, vice president and principal analyst, Constellation Research, said, “Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organisation’s way when working to deliver a fully integrated service experience,  

“This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency, and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing, and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience.” 

Dave Seybold, chief executive officer, TTEC Digital, said, “We’re excited to help our clients realise the potential of the NICE and ServiceNow partnership to transform the way they deliver customer experience. With AI-powered automation driving end-to-end workflows from front- to back-office tools and platforms, in what we call Experience Fulfilment, we see a future where every service interaction is faster, smarter, and more connected.”  

• Target availability of the new offering is Q4 2025. 

About NICE 

With NICE (Nasdaq: NICE), it’s never been easier for organisations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact centre – and beyond. Over 25,000 organisations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com 

About ServiceNow 

ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organisations across every industry while upholding a trustworthy, human centred approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximise business outcomes. For more information, visit: www.servicenow.com. 

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Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.