Vonage Contact Center for ServiceNow enables organizations to drive external and internal customer satisfaction, helps agents keep vital customer data at their fingertips without needing to open another app, and more.
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Service Now Integration
Available versions and workspaces
Enable your cloud-based contact center to focus on what matters most—your customers.
- Works with ServiceNow’s Madrid, New York, or Orlando versions
- Compatible with either the Classic or Agent ServiceNow workspace
Leverage a host of call-handling tools
Get an easy-to-use interface with powerful key performance metrics, personalization, and productivity features.
- Embedded Vonage ContactPad UI
- Screen pop¹
- Dynamic routing¹
- Visual Engagement (video and screen share)
Easily maintain detailed call histories and records
Review voice interactions, logs, recordings, and more without ever leaving the ServiceNow app.
- Event and comment logging
- New record creation²
- Call summary reporting³
- Call recording playback link
Vonage partners with workforce management solutions to optimize your contact center resources by combining scheduling and forecasting. Add the Vonage contact center management system reporting—to help maximize both productivity and customer service levels.
Contact center quality management is equal parts success, coaching, and customer focus. And by streamlining the process in Salesforce, you can access the tools and insights to continually improve team performance.
Stop, look, and listen. You can drop into any inbound or outbound call in progress directly from your CRM. You can also go whisper mode to offer on-the-spot coaching. Even review and pause call recordings to identify key areas and further mentor your team.
The Vonage Contact Center can record all inbound and outbound calls, which are automatically logged as hyperlinks within your CRM (lead, account, opportunity, or case as applicable). This makes it easy to find any recorded conversation by simply clicking the recording link.
Choosing a solution isn't easy, that's where Adhesion comes in.
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Adhesion: the tendency of dissimilar particles
to cling to one another
Adhesion Tech was founded on the principle that while technology seems daunting and dissimilar to many organizations’ existing operations, through guided digital transformation, those operations will adhere to technology and become effortlessly streamlined.