Business
NiCE Advances the Future of AI-First Customer Experience with ServiceNow
HOBOKEN, N.J., May 07, 2026--NiCE (Nasdaq: NICE) today 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.
About this update from Servicenow, Inc.
By unifying engagement intelligence with enterprise-wide workflows, NiCE and ServiceNow are moving CX from reactive support to proactive resolution HOBOKEN, N.J., May 07, 2026--(BUSINESS WIRE)--NiCE (Nasdaq: NICE) today 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. "Customer experience is entering a new era that is defined by speed, intelligence, and execution," said Jeff Comstock, President of CX Product & Technology at NiCE. "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." "Exceptional customer service is shifting from transactional to transformational, underpinned by intelligent, connected experiences powered by AI," said Alix Douglas, group vice president, Partner Solutions at ServiceNow. "The NiCE ServiceNow solution, built on the ServiceNow AI Platform, equips organizations 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: These capabilities help organizations eliminate service silos, empower agents, and deliver more consistent, end-to-end customer experiences. "We’re excited about the capabilities this solution brings to our service organization. The combination of intelligent routing and AI-powered agent support has the potentia...