Vonage, part of Ericsson, has launched its native integration with ServiceNow Voice, built on the ServiceNow AI Platform. The solution embeds voice and real-time AI capabilities directly into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows for Vonage Contact Centre (VCC) customers.
Reggie Scales, president and head of Business Unit Applications at Vonage, said, "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."
Embedding real-time voice and AI capabilities
Key capabilities enabled by the integration of VCC with ServiceNow Voice include the following:
- Unified Agent Experience: Agents are fully integrated into ServiceNow's Customer Service Management (CSM) and IT Service Management (ITSM) applications, enabling them to work without switching between screens.
- AI-Driven Productivity: This feature enhances agent productivity and improves customer interactions by utilising AI capabilities, such as real-time transcription.
- Seamless Workflow Automation: Live calls can be directly connected to case and incident management, streamlining the automation process.
- Improved AI Context: Structured voice data is embedded directly into ServiceNow records, enhancing generative AI tools like ServiceNow's Now Assist by providing a more complete and accurate context for interactions.
Alix Douglas, group vice president, Partner Solutions at ServiceNow, said: "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."
"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.
