Customer expectations have shifted. People want effortless, connected experiences. And they want them now. But for many service teams, the reality looks different: agents juggling multiple tools, context lost between channels, and AI that can’t deliver on its promise because the data it needs is locked inside a phone call.

The technology isn’t the problem. The integration is.

ServiceNow gives organizations a powerful foundation — intelligent workflows, unified case management, and AI that can orchestrate work across teams. But voice has historically lived outside that ecosystem. A customer calls , an agent handles it, and the rich context from that conversation — intent, urgency, history — either gets manually logged or disappears entirely.

That’s a problem for agents. It’s a bigger problem for AI. ServiceNow Otto can only work with the information it has access to. When voice is siloed, your AI is operating without one of its most valuable data sources.

Vonage Premier for ServiceNow Voice changes that. By embedding enterprise-grade voice directly inside ServiceNow, every customer conversation becomes part of the flow of work — in real time, not after the fact.

Here’s what that looks like in practice:

• Agents manage calls from a single ServiceNow workspace, with no toggling and no context switching.

• Real-time transcription feeds ServiceNow Otto with live conversation data, so AI can assist agents during the interaction, not just after.

• Intelligent routing via Advanced Work Assignment connects customers to the right agent based on context, not just availability. 

• Bi-directional presence sync keeps agent status aligned across voice and digital channels automatically.

• ServiceNow Otto can review transcriptions historically to make recommendations for agent coaching and identify resolutions that can be automated. Otto couldn't do that if voice was siloed.

The result? Faster resolutions, better customer experiences, and more value from your ServiceNow investment.

ServiceNow provides the intelligent workflow platform. Vonage provides the native communications layer that brings every conversation into it. Together, they transform service operations from the inside out, connecting conversations, workflows, and AI into a single, seamless experience.

Whether you’re exploring AI-powered customer service, looking to maximize your ServiceNow investment, or evaluating how to modernize customer engagement, the path forward starts with connected conversations.

Discover how it all comes together in our on-demand webinar. ServiceNow VP of Product Management Sarup Paul joins Vonage’s Rodney Hassard and Jonathan Kershaw for a 45-minute session covering the market trends, reshaping service operations, and a live demo of Vonage Premier for ServiceNow Voice.

Watch the webinar here — and start turning conversations into business intelligence.

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