Vonage launched a native integration with ServiceNow Voice, embedding enterprise-grade voice and real-time AI capabilities directly into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows for Vonage Contact Center (VCC) customers.
The integration enables agents to streamline case progression, automate workflows and reduce manual effort. Calls can trigger automatic incident categorization, initiate ServiceNow Flow Designer subflows and update issue resolution data in real time, accelerating service restoration without agents leaving the ServiceNow AI platform.
Key capabilities enabled by the integration of VCC with ServiceNow Voice include:
- Unified agent experience: Agents remain fully and natively integrated within ServiceNow CSM and ITSM, eliminating the need for screen switching and reducing manual data entry.
- AI-driven productivity: Leveraging AI capabilities such as real-time transcription, the integration helps enhance agent productivity and improve customer interactions.
- Seamless workflow automation: Live calls are directly connected to case and incident management and automation, enabling incidents to update automatically and workflows to advance in real time.
- Improved AI context: Structure voice data is embedded directly into ServiceNow records, strengthening generative AI tools, including ServiceNow’s Now Assist with more complete and accurate interaction context.
“With ever-increasing demand for seamless, end-to-end customer experiences, Vonage Contact Center’s integration addresses a critical need by embedding enterprise-grade voice and AI capabilities directly into ServiceNow workflows. Vonage is combating the traditional disconnect between digital and live interactions, ensuring that voice becomes a seamless continuation of the customer journey rather than a disruptive restart,” said Mila D’Antonio, Principal Analyst, Customer Engagement, Omdia. “Vonage’s approach with ServiceNow not only streamlines workflows but also elevates the overall customer and agent experience, meeting the growing demand for efficiency and personalisation in service delivery.”
