Vonage and ServiceNow Expand Partnership

Vonage, part of Ericsson, has launched a native integration between its contact centre platform and ServiceNow Voice, embedding voice and AI capabilities directly into enterprise workflows.

“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,” said Reggie Scales, President and Head of Business Unit Applications at Vonage.

“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.”

The integration with ServiceNow embeds real-time voice and AI capabilities into enterprise workflows, giving them the tools their agents need to streamline case progression, automate workflows, and reduce manual effort.

Tasks such as incident categorization and workflow initiation can be triggered automatically during live interactions, reducing manual input and helping to streamline service operations.

“Customers see the greatest impact when a shared vision meets complementary strengths. With Vonage, we are unlocking the full potential of intelligent agents to transform workflows,” said Alix Douglas, group vice president, Partner Solutions at ServiceNow.

“Vonage Contact Center, built on the ServiceNow AI Platform, empowers organizations to put AI into action with agents that accelerate resolution, reduce manual effort, and deliver more consistent, connected service experiences. Together, we are turning intelligence into meaningful outcomes.”

Key features 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: Structured voice data is embedded directly into ServiceNow records, strengthening generative AI tools, including ServiceNow’s Now Assist with more complete and accurate interaction context.

These capabilities are intended to simplify how agents handle customer interactions while maintaining continuity across service channels.

“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 personalization in service delivery.”

The development reflects a broader shift towards integrating communication tools directly into enterprise platforms, with a focus on improving efficiency, reducing fragmentation between channels, and supporting more consistent service delivery.

Author: Robyn Coppell

Reviewed by: Jo Robinson