Vonage Contact Center for ServiceNow

Overview

Vonage Contact Center (VCC) integrates with ServiceNow (SNOW) to give agents a single desktop to work from - handling calls, managing records, and resolving incidents or cases - without switching between applications.

There are two ways to integrate VCC with ServiceNow, depending on your needs:

• ContactPad/CTI connector

• Vonage Premier for ServiceNow Voice

ContactPad/CTI Connector

The ContactPad integration uses ServiceNow's OpenFrame technology to embed ContactPad directly into your ServiceNow instance. This is the established integration path, available for both ITSM and CSM workspaces.

With this integration, agents get:

• Inbound screen pops to ServiceNow records.

• Outbound Click to dial from within ServiceNow.

• Automatic call logging against ServiceNow interaction records.

• Support for ServiceNow Classic and Agent Workspace views.
  For more information, see Installing Vonage Contact Center for ServiceNow.

Vonage Premier for ServiceNow Voice

Vonage Premier for ServiceNow Voice is a native integration that embeds voice directly into the ServiceNow configurable workspace. Rather than a separate softphone widget, voice becomes a fully native channel within ServiceNow, alongside cases, incidents, and digital interactions.

With this integration, agents get:

• Embedded telephony controls within the ServiceNow workspace.

• Routing of voice interactions through ServiceNow Advanced Work Assignment.

• Bi-directional presence synchronisation between VCC and ServiceNow.

• Real-time transcription (available as an add-on).

• Integration with ServiceNow reporting and analytics.
  For more information, see Vonage Contact Center and ServiceNow Voice integration guide.

Key differences