Vonage (VG) Partners With ServiceNow (NOW) On Contact Center Capabilities

By Noah Long ● May 13, 2020
  • Vonage Holdings Corp. (NASDAQ: VG) announced the expansion of its Vonage Contact Center capabilities for including seamless integration with ServiceNow Inc (NYSE: NOW)

Cloud communications company Vonage Holdings Corp. (NASDAQ:VG) announced the expansion of its Vonage Contact Center capabilities for including seamless integration with ServiceNow Inc (NYSE:NOW) — which is a leading digital workflow company.

Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agents, employees, and customer workflows for delivering great customer experiences and enhanced productivity. And enterprises have been digitally transforming and they are more reliant on mission-critical customer service and productivity tools to keep their employees and customers connected and working efficiently.

The Vonage Contact Center integrates with ServiceNow’s enterprise-level Customer Service Management solution for delivering a powerful all-in-one unified platform. And Vonage Contact Center for ServiceNow provides agents with contextual and relevant data and workflows thus allowing agents to better collaborate across their organizations and deliver an unparalleled customer experience.

Vonage Contact Center for ServiceNow meets the needs of many companies, which are using a combination of CRM tools and digital workflow applications across their organizations especially those employing hybrid, multi-vendor, and legacy solutions.

Plus Vonage Contact Center for ServiceNow is providing an unprecedented agent experience. For example, agents can operate within ServiceNow and do not need to toggle to a separate application. And with this deep integration, teams can take advantage of the core capabilities of Vonage Contact Center, including an embedded ContactPad, and utilize customer and communications data for dynamic routing and rich reporting capabilities.

Key Quotes:

“ServiceNow is a fast-growing SaaS solution in the service management space. 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.”

– Vonage chief product officer Jayesh Patel

“The need for enhanced customer workflows has been accelerated in the wake of COVID-19. 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.”

– Farrell Hope, SVP of Customer Workflow Products at ServiceNow

“We wanted to improve customer visibility and the support experience delivered to our large corporate customers across Vodafone Business, and Vonage Contact Center for ServiceNow helps us to achieve this. The deep integration with ServiceNow enables our global service desk team to operate within the platform and respond to calls equipped with all the right information about the customer and call history. Additionally, all the interaction data is automatically captured within ServiceNow, providing enhanced customer visibility. Vonage Contact Center helps us to deliver a great experience for our customers and service desk teams.”

– Prakash Shah, Senior Digital Operations Product Manager at Vodafone Business

“Many companies are moving to ServiceNow for digital workflows and cloud-based service management, just as businesses with premises-based contact centers have been moving to the cloud with Vonage Contact Center. The partnership of Vonage and ServiceNow is allowing businesses to seamlessly blend service management, communications-enabled digital workflows and customer care across a single pane of glass for a truly unified agent and customer experience.”

-Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics, LLC

Here is a video demo of how the integration works: