The integration of VCC 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. Through the Vonage integration, calls can automatically trigger incident categorisation, initiate ServiceNow Flow Designer subflows and update issue resolution data in real-time, reducing manual effort and accelerating service restoration without agents leaving the ServiceNow AI platform.“ 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 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.”

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 enhances agent productivity and improves 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. x

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