Vonage Contact Center for ServiceNow Voice
Native engagement that transforms ServiceNow into an AI-powered system of action
When teams and tools work together, everyone wins. Vonage Premier for ServiceNow Voice provides a single, unified platform for CSM, ITSM, self-service and AI-powered workflow automation – all powered by native voice, real-time engagement and contextual data needed to optimize outcomes. Embed voice and real-time engagement directly inside ServiceNow CSM and ITSM — unifying workflows, AI, data, and teams in one intelligent service platform.
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ServiceNow powers your workflows. Vonage powers engagement inside them.
Many organizations run their contact center outside ServiceNow, creating fragmented experiences, disconnected data, and limited AI scalability.
Vonage Contact Center for ServiceNow Voice embeds native, cloud-based engagement directly into ServiceNow CSM and ITSM. Voice, AI, workflows, and case data operate within a single environment — eliminating swivel-chair workflows and turning conversations into actionable intelligence.
The result:
Faster issue resolution
Smarter workflow automation
Scalable AI-driven self-service
Measurable improvements in service performance and cost-to-serve
In addition to North America, EMEA, and APAC, Vonage can support ServiceNow Voice in India and the Middle East.
Where ServiceNow workflows, voice, data, agents, and AI unite to turn every interaction into resolution – making every moment matter.
From Interaction to Resolution — In One Platform. Where Conversations Become Workflows Vonage and ServiceNow – transforming how you work.
What is Vonage Premier for ServiceNow Voice?
Vonage Premier for ServiceNow Voice is a native contact center solution built directly into ServiceNow.
It embeds enterprise-grade voice and AI capabilities into CSM and ITSM workflows — creating a unified service environment for customer service and IT support teams.
By bringing real-time engagement into the ServiceNow Platform, agents gain the context and automation they need to accelerate case progression, streamline workflows, and reduce manual effort — delivering exceptional service with greater productivity.
Service is no longer a support function.
It’s where trust is tested. Where revenue is protected. Where operations are restored.
Yet many ServiceNow customers still manage voice and digital engagement outside the platform — across disconnected contact centers, fragmented tools, and siloed systems.
The result:
Agents swivel between systems
Context is lost
Workflows stall
AI can’t scale
Resolution slows
Vonage Premier for ServiceNow Voice changes that.
We bring a native contact center foundation directly into ServiceNow for CSM and ITSM — embedding real-time engagement inside the system of record. This isn’t a bolt-on integration. It’s the engagement engine inside ServiceNow.
Now:
Conversations become structured workflow data
AI powers intelligent routing and automation
Agents operate in one unified workspace
Workflows flow seamlessly from interaction to resolution
Leaders gain measurable service impact
AI that scales service intelligence
Embed intelligence directly into live conversations and workflows. With a native contact center inside ServiceNow, AI operates with full context — powered by real-time engagement data, not fragmented signals.
Capabilities include:
Real-time transcription and summarization
Sentiment detection and coaching insights
Knowledge surfaced at the moment of need
Automated case updates and dispositioning
Intelligent routing and prioritization
Smarter engagement
When engagement data feeds ServiceNow workflows directly, every interaction becomes an opportunity for smarter execution.
The impact:
Reduced Average Handle Time
Consistent, high-quality case documentation
Better decisions in the moment
Scalable automation across CSM and ITSM
