Vonage has launched a native integration of its Contact Center with ServiceNow Voice, embedding enterprise-grade voice and AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows.
The integration enables real-time voice and AI features within enterprise workflows, helping agents streamline case handling, automate processes, and reduce manual tasks.
Calls through Vonage Contact Center can automatically trigger incident categorization, initiate ServiceNow Flow Designer subflows, and update issue resolution data in real time without leaving the ServiceNow platform.
Reggie Scales, President and Head of Business Unit Applications at Vonage, said:
“Vonage Contact Center is known for its deep integrations with leading customer relationship management tools that equip enterprises to boost agent productivity and deepen customer engagement. By adding natively integrated voice capabilities to our existing VCC for ServiceNow solution, we bring a differentiated combination of voice, digital, AI, and real-time engagement for enterprise workflow management and an enhanced customer experience.”
Vonage aims to enhance agent productivity and customer engagement by combining voice, digital, AI, and real-time interaction capabilities within enterprise workflow management.
The integration supports AI-driven automation by providing high-quality voice data to generative AI tools like ServiceNow’s Now Assist Gen AI, improving interaction context and accuracy.
ServiceNow said the partnership with Vonage is a way to empower intelligent agents, accelerate issue resolution, reduce manual effort, and deliver more consistent and connected customer service experiences.