Vonage Premier for ServiceNow Voice is a native contact center solution that embeds enterprise-grade voice and real-time AI capabilities directly into ServiceNow workflows. Built on the ServiceNow AI Platform, it integrates seamlessly with Customer Service Management (CSM) and IT Service Management (ITSM), enabling organizations to deliver exceptional customer experiences while maximizing agent productivity. Agents work entirely within their ServiceNow workspace with unified voice controls, real-time transcription, and AI-powered insights—eliminating the need to switch between applications. Voice data flows directly into ServiceNow records, strengthening AI tools like Now Assist with complete interaction context and enabling automated workflows that accelerate service resolution.
Vonage Premier for ServiceNow Voice is a native contact center solution that embeds enterprise-grade voice and real-time AI capabilities directly into ServiceNow workflows. Built on the ServiceNow AI Platform, it integrates seamlessly with Customer Service Management (CSM) and IT Service Management (ITSM), enabling organizations to deliver exceptional customer experiences while maximizing agent productivity. Agents work entirely within their ServiceNow workspace with unified voice controls, real-time transcription, and AI-powered insights—eliminating the need to switch between applications. Voice data flows directly into ServiceNow records, strengthening AI tools like Now Assist with complete interaction context and enabling automated workflows that accelerate service resolution.
New features
Scripted REST APIs:
Two new endpoints have been introduced to handle Omnichannel data synchronization and Work Item management. All endpoints enforce platform security via ACL authorization.
- Presence States (presence_states)
- Resource: Get Presence States GET '/api/x_vhr_vonage_omni/presence_states'
- Function: Retrieves a list of 'awa_presence_state records' for external synchronization.
- Security: requires ACL authorization (/api/x_vhr_vonage_omni/presence_states) - Interaction Statistics (interaction_stats)
- Resource: Create Interaction Statistics POST '/api/x_vhr_vonage_omni/interaction_stats/{interaction_sys_id}'
- Function: Orchestrates post-interaction data population for the 'x_vhr_vonage_omni_vonage_agent_summary' and 'sn_openframe_phone_log' tables.
- Logic: Utilizes VonageOmniUtils and the platform-standard OpenFrameHelper to ensure logs are associated correctly.
- Security: requires ACL authorization (/api/x_vhr_vonage_omni/interaction_stats)
Script include:
- VonageOmniUtils (x_vhr_vonage_omni.VonageOmniUtils)
A specialized utility class developed to manage the lifecycle of Vonage-specific interaction data and agent summaries.
- updateInteractionWithPhoneLogs: A wrapper for sn_openframe.OpenFrameHelper.updateInteraction() method. It ensures that phone logs are correctly mapped and linked to the interaction.
- processAgentSummary - Handles idempotent logic to either create or update records in the Vonage Agent Summary table (x_vhr_vonage_omni_vonage_agent_summary), preventing data duplication.
Advanced Work Assignment - External Routing Support (com.glide.awa.external)
CSM Configurable Workspace (sn_csm_wrkspc)
Interaction Control Components (sn_int_control)
Interactions Management (com.glide.interaction)
Openframe (com.sn_openframe)
Other Requirements:A Vonage Contact Center subscription is required for this app to function correctly, if you need help getting an account please contact our Sales team at partners@vonage.com