ServiceNow and Microsoft, two of the technology sector’s most powerful enterprise software providers, announced a significant expansion of their strategic partnership on Monday. The collaboration is designed to tackle a critical challenge facing large corporations: safely managing and orchestrating the growing number of specialized A.I. agents used across their systems.

The partnership focuses on integrating ServiceNow’s workflow intelligence and governance tools with Microsoft Agent 365 and the wider Microsoft 365 ecosystem. By connecting A.I. agents and data across both platforms, the companies aim to establish a new standard for enterprise A.I. control, compliance, and measurable return on investment (ROI).

Uniting AI Across the Digital Workplace

The core of the initiative is enabling the seamless flow of data and actions between the two companies’ A.I. capabilities. This allows A.I. agents—autonomous programs that execute tasks—to work together safely across commonplace applications like Microsoft Teams, Outlook, and Word.

“ServiceNow is enabling a new era of autonomous workflows where the power of A.I. is multiplied using deterministic workflows,” said Jon Sigler, executive vice president of the A.I. Platform at ServiceNow. He emphasized that the collaboration is crucial for moving “from isolated A.I. experiences to enterprise-wide automation, delivering trust, control, and ROI.”

The integration aims to bring the power of A.I. teammates that understand both context and process into users’ everyday applications, helping employees summarize content, complete tasks, and trigger secure workflows.

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Establishing the Control Tower

A major component of the partnership is the integration of ServiceNow’s AI Control Tower with Microsoft’s Foundry and Copilot Studio. This linkage provides a singular oversight mechanism for agents deployed on Microsoft platforms, ensuring consistent security and governance policies are applied across both environments.

Nirav Shah, Corporate Vice President of Microsoft 365, underscored the security focus. “Agent 365 gives organizations a simple, secure way to bring agents under control, extending the same infrastructure, apps, and protections they already trust for users,” he stated.

The AI Control Tower will use ServiceNow’s Configuration Management Database (CMDB) to unify cross-platform data, ensuring that A.I. agents operate with the most current, context-rich information while adhering to defined governance parameters. A dedicated Value Dashboard will also monitor A.I. adoption and performance to quantify business impact.

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Accelerating Development

The companies are also focused on speeding up software development. The ServiceNow Build Agent will now collaborate with GitHub using its Model Context Protocol (MCP) Server. This allows the ServiceNow agent to securely access GitHub issues and pull requests, automating repetitive coding tasks and improving developer focus without forcing a context switch.

This integration is viewed as a significant move toward creating sophisticated agentic systems that can collaborate across core business and code workflows, accelerating development while preserving enterprise-grade governance.

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Talkdesk®, Inc. announced strategic advancements with Microsoft that deliver new ways for enterprises to improve customer experiences. Talkdesk for Microsoft Teams, a certified integration between Talkdesk and Microsoft Teams, now enables organizations to embed Talkdesk directly within Microsoft Teams. Additionally, Talkdesk Customer Experience Automation (CXA) is now available through the Microsoft Azure Marketplace.

The enhanced Talkdesk for Microsoft Teams integration brings advanced contact center capabilities directly into the Teams platform, creating a unified workspace for agents, supervisors, back-office staff, and subject matter experts across enterprises. By embedding Talkdesk Workspace within Teams, organizations can eliminate app switching, streamline collaboration, and unify employee and customer experiences. With a single interface, agents also gain advanced routing and seamless omnichannel support. In addition to presence and directory syncing, these enhancements deliver greater efficiency, faster resolution, and more consistent customer experiences.

“At Microsoft, we’re committed to empowering organizations with collaborative solutions that drive meaningful results. Embedding Talkdesk’s advanced contact center capabilities into Microsoft Teams helps customers strengthen employee productivity and deliver more seamless customer interactions within the flow of work,” said Jaime De Mora, chief technology officer for Digital Natives at Microsoft EMEA.

Furthermore, with Talkdesk CXA now available on the Azure Marketplace, enterprises have a faster path to deploy specialized artificial intelligence (AI) agents that manage both customer interactions and the underlying tasks behind them. By unifying customer data and applying continuous learning, Talkdesk CXA drives measurable improvements in efficiency, resolution times, and satisfaction. Importantly, Talkdesk CXA can be deployed on any cloud, hybrid, or on-premises contact center system without disrupting existing infrastructure.

“Portugal continues to lead in AI innovation, and this collaboration with Talkdesk reflects how Microsoft’s cloud and AI infrastructure can support digital firms in delivering more intelligent and connected customer experiences. By integrating Talkdesk’s capabilities into Microsoft Teams and making CXA available on Azure Marketplace, we’re helping organizations enhance service delivery and explore new ways to engage customers—securely, efficiently, and at scale,” said Andres Ortolá, general manager of Microsoft Portugal.

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“The expansion of our Microsoft partnership showcases our commitment to helping enterprises deliver exceptional customer experiences inside the tools their employees use every day,” said Al Caravelli, chief revenue officer and senior vice president of strategic alliances and partnerships at Talkdesk. “Embedding Talkdesk Workspace inside Microsoft Teams and making CXA available through the Azure Marketplace means customers can accelerate innovation, streamline collaboration, and drive meaningful business outcomes.”

This announcement builds on previous collaborations between Talkdesk and Microsoft, including the partnership with SD Worx and Talkdesk’s recognition as Microsoft Digital Native of the Year in 2023. Talkdesk for Microsoft Teams is available today through the Teams AppSource marketplace. Talkdesk CXA is now available on the Microsoft Azure Marketplace.

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