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HOBOKEN, N.J. - In a significant move to enhance customer service automation, NICE (NASDAQ:NICE) and ServiceNow (NYSE:NOW) have announced a strategic partnership. The collaboration was unveiled at the Knowledge 2025 conference, aiming to deliver a comprehensive, AI-powered customer service fulfillment solution by integrating NICE’s customer service automation platform with ServiceNow’s AI Platform and Customer Service Management (CSM) solution.
This partnership is designed to bridge service delivery gaps by connecting front, middle, and back-office operations through a unified platform. By leveraging the AI capabilities of both companies, the intent is to streamline customer service interactions and enterprise workflow management, thereby optimizing efficiency and improving customer experiences. NICE has demonstrated strong operational execution, with revenue growth of 15.05% and a healthy gross profit margin of 66.75% in the last twelve months.
Organizations often struggle with disjointed systems that lead to inefficiencies and poor customer experiences. The combined strength of NICE’s AI-driven automation and ServiceNow’s AI platform is expected to enable businesses to overhaul their operations and provide fully automated customer service fulfillment.
Barry Cooper, President of the CX Division at NICE, emphasized the unified approach’s potential to enhance both customer and employee experiences. Meanwhile, Michael Ramsey, GVP of Product Management, CRM, and Industry Workflows at ServiceNow, highlighted the integration of real-time customer engagement with workflow automation as a means to meet rising customer expectations while managing operational costs.
The partnership promises to unify AI-powered customer engagement, enhance workforce productivity with AI support, and elevate quality through proactive optimization. According to Liz Miller, VP & Principal Analyst at Constellation Research, this collaboration has the potential to significantly improve operational efficiency and customer satisfaction.
The new offering is expected to be available in Q4 2025, with integration options currently being discussed with account executives.
NICE is known for its cloud native customer experience platform, CXone, serving over 25,000 organizations worldwide. ServiceNow, on the other hand, focuses on using AI to enhance productivity and business outcomes across various industries.
This partnership aligns with the ongoing trend of leveraging AI and automation to improve customer service and operational efficiency. As businesses continue to seek out integrated solutions that can handle complex workflows and customer interactions, the NICE-ServiceNow alliance appears poised to offer a competitive edge in the market. With NICE’s return on invested capital at 10% and strong cash flow generation, the company demonstrates solid operational execution. Access comprehensive analysis and the full Pro Research Report for NICE, along with 1,400+ other top stocks, exclusively on InvestingPro.
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In other recent news, NICE Ltd. has reported significant developments impacting its operations and strategic direction. The company announced a strategic alliance with Deloitte Digital aimed at enhancing customer service workflows through AI and automation, promising more personalized and efficient service. This partnership comes alongside the launch of NICE’s CXone Mpower Orchestrator, which offers end-to-end AI automation in customer service, and has received accolades at Enterprise Connect 2025 for innovation. Additionally, NICE was recognized as a leader in the 2024 IDC MarketScape for Worldwide Conversational Intelligence and Analytics Vendor Assessment.
In another development, NICE Ltd. has been selected by the Fire Department of New York (FDNY) to modernize its digital evidence management systems, marking a significant advancement in the department’s operations. Furthermore, NICE reported a 400% increase in interactions with its CXone Mpower Autopilot in 2024, highlighting the growing role of AI in customer service. Piper Sandler, maintaining a Neutral rating on NICE with a $153 price target, noted potential strategic shifts under new leadership, including possible segment separation. These recent developments underscore NICE Ltd.’s commitment to advancing technology in both public and private sectors.
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