ServiceNow Chat Queued through Five9 Call Center Application

[David168]

Good Afternoon Experts;

Please let me know if this is not the correct forum for this question. 

               My team is moving forward with Five9 as a replacement call centre application.  I know Five9 has an integration tool and instructions for this integration have been provided. This includes using the Five9 chat function.  My team has been directed to use ServiceNow as the primary chat function.

The question my team is stuck on is:  Can we route ServiceNow Chat/Chatbot (Virtual Agent) through Five9 call centre agent.    The problem we are having is that we want to move forward with ServiceNow as our chat function, but need it to be queued through the Five9 application to agents.  (User connects via chat from portal, create an interaction if required and queue this webchat through Five9.)  Hopefully I have made sense out of this.

Does abyone know that this is possible or has experiece integrating this function? 

Thanks;

Dave Trimble

[jMarshal]

I would be quite surprised if OOB workspace chat could be configured this way...it sounds like you want the client user to interface on the ServiceNow portal, while the agents are using Five9 on their end...like a federated IM client, such as Trillian?

To accomplish this, you would basically be writing the integration hub spoke for Five9, which would need to account for and connect all elements of the chat context record that ServiceNow uses, to what Five9 uses...which is a huge undertaking for someone who is a client of Five9.

My guess is that the existing Five9 "integration" will automatically copy chat transcripts to a ServiceNow record and associate a ServiceNow record ID with a chat transcript (or some other similar functionality), not federate their chat with ServiceNow's platform chat.

You could get "halfway there" by writing the custom integration spoke to only account for the "important parts" of the chat context (IE - what is being said by the agent and client)...but think of what you would lose from the chat experience (any of the built-in UX magic that makes ServiceNow's chat feature so good, would not work)...

Further, after this is developed, it would need to be maintained...anytime ServiceNow improves features on their workspace chat, you would need to open up the integration spoke you wrote and account for the new features -- or not benefit from them -- or worse, it might detrimentally break something you previously wrote in the spoke.

[David168]

Thank you for your response!  I appreciate it.  The investiation continues.  I am also in contact with Five9.  Will see what the vendor says! 

[Wardma]

@David168 I am also interested in your findings with Five9. We are looking to integrate our SNC VA with Five9 as well. 

[Fevzi Yerlikaya]

I'm not an expert on this, but it sounds doable. You should contact Five9 and ServiceNow support for help with the integration. They should be able to guide you or connect you with someone who's done it before.