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Vonage and ServiceNow Expand Partnership
Integration embeds Vonage's voice and AI capabilities into ServiceNow workflows.
Mar. 24, 2026 at 8:20am
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Vonage, part of Ericsson, has announced the launch of its native integration with ServiceNow Voice, built on the ServiceNow AI Platform. This integration embeds Vonage's 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.
Why it matters
The integration aims to provide a unified service environment for enterprise customer service and IT support teams, enabling agents to deliver exceptional customer experiences while driving improvements to service performance. By embedding voice and AI capabilities into ServiceNow workflows, the partnership aims to streamline case progression, automate workflows, and reduce manual effort.
The details
The integration allows calls to automatically trigger incident categorization, initiate ServiceNow Flow Designer subflows, and update issue resolution data in real time. This helps reduce manual effort and accelerate service restoration without agents leaving the ServiceNow AI platform. The integration also ensures that voice data is embedded directly into ServiceNow records, strengthening generative AI tools like ServiceNow's Now Assist with more complete and accurate interaction context.
- The integration was announced on March 24, 2026.
The players
Vonage
A part of Ericsson, Vonage creates technology that empowers enterprises and equips developers to lead in the next era of digital transformation. Its AI-powered platforms and tools enable new value creation and innovative customer experiences across mobile networks and the cloud.
ServiceNow
A leading provider of enterprise workflow solutions, ServiceNow offers a range of products including Customer Service Management (CSM) and IT Service Management (ITSM).
Reggie Scales
President and Head of Business Unit Applications at Vonage.
Alix Douglas
Group vice president, Partner Solutions at ServiceNow.
Mila D'Antonio
Principal Analyst, Customer Engagement at Omdia.
What they’re saying
“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. 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.”
— Reggie Scales, President and Head of Business Unit Applications at Vonage
“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. Vonage Contact Center, 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.”
— Alix Douglas, Group vice president, Partner Solutions at ServiceNow
“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.”
— Mila D'Antonio, Principal Analyst, Customer Engagement at Omdia
What’s next
Vonage and ServiceNow will showcase the integration live at the upcoming Channel Partners Conference & Expo on April 13-16, 2026 and ServiceNow Knowledge on May 5-7, 2026, both taking place at the Venetian Resort and Expo in Las Vegas, NV.
The takeaway
The partnership between Vonage and ServiceNow aims to provide a more seamless and efficient customer service experience by embedding voice and AI capabilities directly into enterprise workflows. This integration helps reduce manual effort, accelerate issue resolution, and deliver more consistent and connected service experiences.
