ServiceNow CCaaS Integrations
Seamless integration with leading Contact Center platforms to deliver unified, intelligent customer experiences
ServiceNow Contact Center delivers comprehensive customer engagement capabilities including digital channels, intelligent routing, unified agent workspace, workforce optimization, and AI-powered automation. For voice telephony and specialized capabilities, ServiceNow integrates seamlessly with leading CCaaS providers to complete the omnichannel experience.
What ServiceNow Offers Natively vs. CCaaS
✓ ServiceNow Native Capabilities
Digital Channels
- Web chat
- SMS messaging
- Social media (WhatsApp, Facebook)
- Self-service portals
- Mobile app engagement
Core Platform Features
- Omnichannel routing & queues
- Unified agent workspace
- Case & workflow management
- Advanced Work Assignment
- Knowledge management
- AI & virtual agents (Now Assist)
- AI Voice Agents (integrated with CCaaS Voice)
- Workforce optimization (WFO)
- Analytics & reporting
- Enterprise system integration
⚡ CCaaS Provider Integration
Voice Telephony
- Voice services & telephony
- Interactive Voice Response (IVR)
- Advanced voice routing
- Voice analytics
- Call recording & transcription
Optional Capabilities
- Additional digital channels
- Specialized WEM tools
- Advanced quality management
- Journey orchestration
- Provider-specific AI
Why Seamless Integration Matters
Given the overlap in capabilities, many customers use both ServiceNow and CCaaS platforms for different channels. Without proper integration, this creates challenges:
❌ Fragmented Experience: Customers repeat information across channels
❌ Tool Juggling: Agents lack unified context
❌ Split Routing: Separate routing engines for different channels
❌ Disconnected Data: Reporting scattered across platforms
✓ ServiceNow Integration Frameworks solve these challenges by creating a unified, intelligent customer experience across all channels, regardless of which platform provides them.
Two Integration Frameworks
ServiceNow offers two comprehensive frameworks, each designed for different integration depths and customer needs
Framework Comparison
| Feature | Voice Framework | CC Integration Framework |
|---|---|---|
| Embedded CTI | ✓ | — |
| Click-to-Call | ✓ | ✓ |
| Native Call Controls | — | ✓ |
| Interaction Screen Pop | ✓ | ✓ |
| Operation Handlers | ✓ | ✓ |
| Unified Routing | Yes via ServiceNow AWA | Yes via CCaaS routing |
| Native Wrap-Up | — | ✓ |
| Wrap-Up Codes from CCaaS | — | ✓ |
| Presence Sync | ✓ | ✓ |
| Admin Console (Skills/Queues Sync) | — | ✓ |
| Native Experience for CCaaS Digital Channels | — | ✓ |
| Universal Inbox in ServiceNow | — | ✓ |
| Extensible UI | Limited | ✓ |
| CCaaS Provider Support | Multiple Certified | Genesys (More Coming) |
Supported CCaaS Providers
Voice Framework
Certified integrations available:
- Genesys Cloud
- Five9
- NICE CXone
- Amazon Connect
- 3CLogic
- Cisco Webex Contact Center
- Talkdesk
- RingCentral
- Additional providers via custom integration
Contact Center Integration Framework
Currently available & in development:
✓ Available (Q1 2025)
• Genesys Cloud
🚀 Coming Q1 2026
• NICE CXone
• Amazon Connect
• 3CLogic
📅 2026 Roadmap
• Five9
• Vonage
• Zoom
• Ongoing discussions with Cisco
Note: Roadmap items are subject to change. Contact your ServiceNow representative for the latest information.
Benefits by Persona
👤 Customers
- Consistent experience across channels
- No need to repeat information
- Optimized journey orchestration
- Faster issue resolution
👨💼 Agents
- Truly unified desktop
- One workspace, one inbox
- Reduced handle times
- Less tool toggling
📊 Supervisors
- Operational cost savings
- Reduced overhead
- Consolidated analytics
- Unified routing management
🏢 Business Owners
- Continuous CX optimization
- Best-in-class capabilities
- Future-proof architecture
- Strategic flexibility
Getting Started with CCaaS Integration
Assess Needs
Channels, provider, routing requirements
Choose Framework
Review capabilities and provider support
Plan Integration
Review guides, plan testing approach
Implement
Configure and test end-to-end
Optimize
Monitor, expand, and enhance
📖 Available Implementation Guides
Amazon Connect
Voice Framework Integration
Complete setup guide for integrating Amazon Connect with ServiceNow Voice Framework.
Genesys Cloud
Contact Center Integration Framework
Next-gen integration guide covering blended experience, unified routing, native wrap-up, and extensible UI.
For CCaaS Partners
Integration Development Guide
Technical guide for CCaaS providers to build integrations with the Contact Center Integration Framework.
Ready to Integrate?
Explore related topics or contact your ServiceNow team
