Holmdel-based Vonage has launched a native integration with ServiceNow Voice, creating a differentiated combination of voice, digital, AI, and real-time engagement for enterprise workflow management.
Built on the ServiceNow AI Platform, this integration embeds 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 gives agents the tools they need to streamline case progression, automate processes, and reduce manual effort.
Through the integration, calls can automatically trigger incident categorization, initiate ServiceNow Flow Designer sub-flows, and update issue-resolution data in real time, helping reduce manual effort and accelerating service restoration without agents leaving the ServiceNow AI platform.
As enterprises increasingly prioritize AI-driven automation within ServiceNow, embedding high-quality voice data directly into workflows ensures that generative AI tools, such as ServiceNow’s Now Assist Gen AI capabilities, operate with a richer, more accurate interaction context.
Key capabilities enabled by integrating VCC with ServiceNow Voice include eliminating the need for screen switching and reducing manual data entry, leveraging AI capabilities such as real-time transcription, and enhancing agent productivity to improve customer interactions.
Structured voice data is now embedded directly into ServiceNow records, strengthening generative AI tools, including ServiceNow’s Now Assist, with a more complete and accurate interaction context.
In October, Vonage announced a partnership in which its video capabilities will be integrated into Collette Health’s virtual care platform.
