Vonage and ServiceNow Expand Partnership to Embed AI-Powered Voice Into Enterprise Workflows

Vonage, a part of Ericsson, has formed an enhanced partnership with ServiceNow with the introduction of a native integration with ServiceNow Voice. This integration, built on the ServiceNow AI Platform, offers native voice and real-time AI capabilities within Customer Service Management (CSM) and IT Service Management (ITSM) for Vonage Contact Center (VCC) customers.

The enhanced integration of Vonage and ServiceNow Voice is intended to enable a unified service environment for customer service and IT service organizations in enterprises. This will help organizations in streamlining operations, improving productivity, and ensuring a high-quality customer experience with the help of voice interactions within workflow systems.

With this integration, real-time voice data becomes a core part of enterprise workflows. Incoming calls can automatically trigger incident categorization, initiate workflows through ServiceNow Flow Designer, and update resolution data instantly. This reduces manual intervention and accelerates issue resolution, allowing agents to operate entirely within the ServiceNow environment without switching between tools.

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“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.”

As more organizations move to AI-driven automation technologies, the use of structured voice data can improve the performance of generative AI tools. By directly integrating voice interactions into the ServiceNow system, Now Assist can provide more context for more accurate insights and quicker decision-making.

“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.”

The integration offers various capabilities to improve efficiency for agents and services. Agents get a single interface with ServiceNow CSM and ITSM systems. This eliminates the need for agents to constantly switch screens and reduces manual data entries. Agents also get increased productivity with AI-powered tools like real-time transcription to improve customer interactions.

The integration also offers real-time workflow automation to connect voice calls with case and incident management. This ensures real-time updates for agents. By integrating structured voice with ServiceNow systems, AI-powered insights get a boost. The integration also improves the efficiency of generative AI tools.

“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.”

With this closer relationship, Vonage and ServiceNow join forces in helping companies close the wide gap in the management of their service operations by combining voice and digital channels into an AI-powered ecosystem. Also, the partnership reflects a general movement toward integrated, intelligent, and personalized workflows that are instrumental in providing faster, more personalized, and more efficient service experiences for companies.