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.
Vonage Premier Contact Center – Scoped ApplicationV2 | June 2026Bug FixesScripted REST APIs: GlideRecord → GlideRecordSecure
All Scripted REST API endpoints have been updated to use GlideRecordSecure instead of GlideRecord.
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Impact: Ensures that all database queries respect platform-level ACL rules, improving security and compliance with ServiceNow best practices.
New FeaturesScheduled Job: Vonage Agent Summary Data Cleanup
A new Scheduled Job has been introduced to manage data retention in the Vonage Agent Summary table.
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Function: Automatically removes records from the x_vhr_vonage_omni_vonage_agent_summary table based on a defined retention policy.
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Purpose: Prevents unbounded table growth and ensures the platform instance remains performant over time.
Updated guided setup to include pop record behavior.
- Function: When a ServiceNow record is selected in Vonage, it can be popped when the user accepts the call.
- Purpose: Provides user more information regarding the call.
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