Vonage Contact Center to Integrate with ServiceNow

Vonage Contact Center is expanding to include what the company says is a “seamless” integration with ServiceNow.

The companies say Vonage Contact Center for ServiceNow improves productivity for businesses with call centers. Call center agents get contextual and relevant data and workflows, which helps them collaborate better. This leads to a better customer experience.

Another benefit: The new offer also meets the needs of companies using disparate CRM and digital workflow applications. That’s especially true for those businesses using hybrid, multivendor and legacy products and services, the companies said.

Vonage chief product officer Jay Patel calls ServiceNow a “fast-growing SaaS solution,” which makes the partnership a great fit.

“With the ability to offer solutions that support ServiceNow and other leading business apps – all within our Vonage Contact Center solution – we are helping businesses to leverage their mission-critical productivity tools along with the workflows they need to enable their agents to be more efficient, more productive and better serve customers in real time,” said Patel.

And the integration is important during the coronavirus pandemic, said Farrell Hope, SVP of customer workflows at ServiceNow.

“The need for enhanced customer workflows has been accelerated in the wake of COVID-19,” said Hope. “By combining ServiceNow’s leadership in digital workflows with Vonage’s advanced cloud communications technology, we are equipping customers with advanced technology solutions to help them increase productivity and deliver great customer experiences.”

Partner Benefits

Vonage’s Mario DeRiggi

Vonage channel chief Mario DeRiggi says the integration gives partners another tool in their toolbox.

“As the demand for intelligent and automated customer workflows increases, customer service agents must have the right tools in place to deliver great customer experiences while also enhancing the productivity of their employees,” DeRiggi told Channel Partners. “Vonage provides partners with the tools to provide customers and their agents with an all-in-one business communications platform. With Vonage Contact Center for ServiceNow, we are empowering channel partners to provide their customers with enterprise-level customer service management solutions and digital workflow capabilities to keep their agents working efficiently and connected to end users for deeper, more meaningful relationships.”

ServiceNow has more than 6,200 customers around the world, so the partnership expands Vonage’s influence in the market.