Vonage provides a unified service environment for enterprise customer service and IT support teams, enabling agents to deliver exceptional customer experiences while driving improvements to service performance.
Vonage, part of Ericsson, has announced the launch of its native integration with ServiceNow Voice, built on the ServiceNow AI Platform, embedding enterprise-grade voice and real-time AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows for Vonage Contact Centre (VCC) customers.
Vonage provides a unified service environment for enterprise customer service and IT support teams, enabling agents to deliver effective customer support while improving service performance.
The integration of VCC with ServiceNow embeds real-time voice and AI capabilities into enterprise workflows, providing agents with tools to streamline case progression, automate workflows, and reduce manual effort.
Through the Vonage integration, calls can automatically trigger incident categorisation, initiate ServiceNow Flow Designer subflows, and update issue resolution data in real time, helping to reduce manual effort and accelerating service restoration without agents leaving the ServiceNow AI platform.
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“Vonage Contact Centre 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.”
As enterprises increasingly prioritise AI-driven automation within ServiceNow, embedding high-quality voice data directly into workflows ensures generative AI tools, such as ServiceNow’s Now Assist Gen AI capabilities, operate with a more complete and accurate interaction context.
“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 Centre, built on the ServiceNow AI Platform, empowers organisations 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.”
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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: Using AI capabilities such as real-time transcription, the integration is designed to support agent productivity and customer interactions.
- Seamless Workflow Automation: Live calls are 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 into ServiceNow records, supporting generative AI tools, including ServiceNow’s Now Assist, with a more complete and accurate interaction context.
“With ever-increasing demand for seamless, end-to-end customer experiences, Vonage Contact Centre’s integration addresses a critical need by embedding enterprise-grade voice and AI capabilities directly into ServiceNow workflows,” said Mila D’Antonio, Principal Analyst, Customer Engagement, Omdia.
“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. 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.”
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