Integration of five9 and servicenow

[Luthfa u]

Hi team,

can I know how the five9 can be integrated with servicenow? Saw that it is feasible by installing 'five9 cloud contact centre' from applications. But no reference guide on how to do the integration or how it works are not given.

Thanks & regards,

Luthfa u

[Bob_S]

You can integrate ServiceNow with Five9, but you need the Five9 Plus Adapter for ServiceNow from Five9. Is anyone currently using the integration? Any tips, tricks, or lessons learned?

Configuring Five9 Fusion for ServiceNow

[Meera_Raju]

Hi! A few things worth knowing before you start, from what’s documented plus general CTI-in-ServiceNow experience:

What the adapter gives you

• Five9 call controls embedded in ServiceNow, so agents handle voice, email and chat without switching apps
• Works across Configurable Workspaces (CSM, SOW, HR Agent Workspace)
• Custom Five9 call-attached variables can be logged into ServiceNow for voice and digital interactions
• Federated Routing (newer) syncs agent presence between Five9 and ServiceNow through Interaction Management
• Five9 certifies it against each ServiceNow family release

Tips 

1. Pick your UI early. Classic UI/OpenFrame and Workspace behave differently for screen pops and record creation. Test in the workspace your agents actually use.
2. Map call-attached variables first. Agree with your Five9 admin on which IVR values (ANI, account number, case number, queue) drive the screen pop lookup and which fields they populate. Most “wrong record popped” issues trace back to this.
3. Anchor everything on the Interaction table. Create or update an Interaction per call and relate cases or incidents to it. Reporting and disposition tracking get much cleaner.
4. Decide who owns agent presence. With Federated Routing, settle which system is the source of truth for agent state. Otherwise you’ll see chats routed to agents who are on calls.
5. Pilot the desktop setup. Softphone/WebRTC permissions, headsets, pop-up blockers, and SSO or iframe and cookie policies cause most go-live tickets. Start with a small agent group.
6. Add it to upgrade regression testing. Even with certification, test screen pop, click-to-dial, and wrap-up in sub-prod on every upgrade.
7. Involve Five9 support early for the adapter configuration on their side (domain settings and allowed instance URLs). Don’t leave it to the last week.

If the native adapter doesn’t cover a niche requirement, third-party connectors exist too (e.g., NovelVox), but I’d start with the Five9 Plus Adapter since it’s productized and certified.

Hope this helps!