Vonage and ServiceNow Expand Partnership with AI Features

Vonage, the communications subsidiary of ERIC, has launched a native voice integration with NOW ServiceNow Voice, embedding enterprise-grade calling and real-time AI capabilities directly into ServiceNow's Customer Service Management and IT Service Management platforms. The integration allows contact center agents to handle calls, transcription, and case management without leaving the ServiceNow interface, eliminating screen-switching and manual data entry.

The partnership brings several AI-powered features to Vonage Contact Center customers, including real-time call transcription, automated incident categorization triggered by incoming calls, and integration with ServiceNow's Flow Designer subflows. Voice data is embedded directly into ServiceNow records to power its Now Assist AI capabilities. Reggie Scales, President of Vonage's Applications unit, said the integration delivers "a differentiated combination of voice, digital, AI, and real-time engagement for enterprise workflow management".

The expanded partnership comes as the cloud telephony services market is projected to grow from $29.2 billion in 2026 to $45.6 billion by 2031. NOW reported Q4 2025 subscription revenue up 21% year-over-year and guided 2026 subscription revenue to $15.5 billion. Ericsson acquired Vonage for $6.2 billion in 2022, though the unit has faced headwinds since. Both companies plan to demo the integration at the Channel Partners Conference in April and ServiceNow Knowledge in May.