ServiceNow Voice Framework
Mature, proven integration framework for seamless voice channel integration with CCaaS platforms
The ServiceNow Voice Framework is a comprehensive integration framework that enables seamless connection between ServiceNow Contact Center and CCaaS platforms for voice capabilities. Launched in 2016, this framework has evolved over 9 years to provide robust voice integration while maintaining ServiceNow as the unified agent workspace.
This framework is ideal for organizations that need voice-only integration or prefer the embedded CTI approach, and works with multiple certified CCaaS providers.
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Framework Design Principles
🎯 Unified Workspace
ServiceNow remains the single pane of glass for agents, with CCaaS CTI embedded directly within the workspace.
🔗 Bi-Directional Integration
Data flows seamlessly between ServiceNow and CCaaS platforms to enable context and automation.
⚡ Flexibility
Works with multiple CCaaS providers and supports various deployment configurations.
Architecture Overview
How It Works
The Voice Framework creates a cohesive experience by connecting CCaaS voice capabilities with ServiceNow's comprehensive customer service platform:
CCaaS Platform Responsibilities
- Voice telephony infrastructure
- IVR (Interactive Voice Response)
- Call routing and distribution
- Audio streaming and recording
- Real-time transcription
- Voice analytics
ServiceNow Platform Responsibilities
- Agent workspace and UI
- Customer data and context
- Case and interaction management
- Workflow orchestration
- Knowledge management
- AI assistance (Now Assist)
- Analytics and reporting
Core Capabilities by Persona
The Voice Framework delivers value across customer, agent, and supervisor experiences
👤 Customer Experience
1. Operation Handlers
Mini-scripts residing in ServiceNow that IVR systems can call to drive personalization, automation, and proactive service.
Example Use Case: Proactive Service Disruption Handling
IVR: "Hi Leia, we are experiencing a service disruption in your area. Our team is actively working on it. Is this what you're calling about?"
Customer: "Yes."
IVR: "The service will be restored by 1:00 PM PST today. We've created a case to track your request. You'll receive live updates."
✓ Benefit: Call deflection during service disruptions saves agent time and provides immediate answers to customers. IVR can access complete ServiceNow data to personalize journeys and automate fulfillment.
2. Omnichannel Callbacks
Customers can request callbacks through ServiceNow portals instead of waiting on hold. Callback requests route to agents who initiate outbound calls when available.
✓ Benefit: Reduces customer wait times and improves satisfaction while optimizing agent utilization.
👨💼 Agent Experience
1. Openframe CTI Embedding
CCaaS CTI (Computer Telephony Integration) embeds directly within the ServiceNow Configurable Workspace, eliminating the need for agents to toggle between multiple applications.
✓ Benefit: Single workspace improves agent productivity and efficiency. Agents accept voice calls and digital interactions from one unified interface.
2. Interaction Record Screen Pop
When agents accept incoming calls, a customizable screen pop displays a 360° view of the customer using the Interaction Record.
What Agents See:
- Customer information and contact details
- Interaction history across all channels
- Open cases and recent activity
- Related records (orders, assets, accounts)
- AI-powered recommendations
- Knowledge articles
✓ Benefit: Agents focus on resolution rather than information gathering. Interaction records serve as a common data model across all channels, enabling consistent analytics and tracking.
3. Real-Time Transcription
During live phone conversations, agents see real-time transcription displayed within the interaction record, reducing cognitive load.
⚠️ Note: Real-time transcription must be provided by the CCaaS platform. ServiceNow provides APIs to consume and display the transcription. Verify this capability with your CCaaS provider.
✓ Benefit: Reduces note-taking burden and enables post-call automation with Now Assist generating automatic summaries and resolution notes.
4. Now Assist Integration
ServiceNow's generative AI assistant automatically creates summaries and resolution notes from transcriptions post-call.
✓ Benefit: Dramatically reduces after-call handle time and overall conversation duration, allowing agents to move to the next interaction faster.
📊 Supervisor Experience
1. Post-Call Quality Management
Custom UI displaying sentiment data, transcription, and sentiment analysis per dialogue and for the overall call.
⚠️ Note: Reference implementation done with Amazon Connect. Other CCaaS providers should verify if they can provide equivalent functionality or integration points.
✓ Benefit: Supervisors can review conversation quality, identify coaching opportunities, and track sentiment trends.
2. WFO Data Integration
Voice interaction data (along with other channels as needed) from the CCaaS platform feeds into ServiceNow's Workforce Optimization module, enabling accurate forecasting and scheduling across all channels.
✓ Benefit: Unified view of work item data drives accurate staffing decisions. No more split data between platforms.
3. Omnichannel Dashboards
Voice data from CCaaS platforms feeds into ServiceNow's omnichannel dashboards for unified reporting and monitoring.
✓ Benefit: Supervisors monitor the contact center floor from one dashboard instead of toggling between ServiceNow and CCaaS reporting tools.
4. Unified Routing via ServiceNow AWA (Optional)
Voice calls can be routed through ServiceNow's Advanced Work Assignment (AWA) engine, consolidating routing policies across all channels within ServiceNow.
How It Works:
- IVR captures metadata about the call
- Call data sent to ServiceNow AWA
- AWA makes routing decision based on skills, availability, context
- Call presented in ServiceNow inbox
- Agent accepts; CCaaS bridges audio connection
ℹ️ Reference Implementation: Amazon Connect provides a complete reference implementation of unified routing via ServiceNow AWA.
✓ Benefit: Single routing platform reduces operational overhead. Supervisors manage one system during volume spikes instead of adjusting staffing across two platforms.
End-to-End User Journey Example
Here's how all the components work together in a real-world scenario:
Customer Calls
Leia calls the support line. The IVR uses Operation Handlers to access ServiceNow data.
IVR Provides Context
Leia confirms. The IVR fetches additional order details from ServiceNow and provides an update.
Escalation to Agent
Leia requests to speak with an agent. If using unified routing, AWA routes to the best agent. Otherwise, CCaaS routing handles it. Call appears in John's inbox or embedded CTI.
Screen Pop with Full Context
John accepts the call and sees an Interaction Record with complete customer context: order details, previous interactions, account information, and relevant knowledge articles.
Live Conversation with Transcription
During the conversation, real-time transcription appears on the screen, reducing John's cognitive load. He can focus on solving the issue rather than taking detailed notes.
Automatic Resolution Notes
After the call ends, Now Assist automatically generates a summary and resolution notes from the transcription, which are added to the Interaction Record.
Analytics & Follow-up
All interaction data feeds into ServiceNow reporting, performance analytics, and WFO. An automated SMS/email is sent to capture CSAT feedback, which is also logged to the interaction.
Supported CCaaS Providers
The Voice Framework has been adopted by multiple CCaaS providers with certified integrations published on the ServiceNow Store:
Genesys Cloud
Five9
NICE CXone
Amazon Connect
3CLogic
Cisco Webex
Talkdesk
RingCentral
Vonage
Cisco UCCE/UCCX
Custom Integration: Organizations can also build custom integrations with other CCaaS providers using the framework documentation and APIs.
When to Choose the Voice Framework
✓ Ideal For
- Voice-only integration needs (but having other channels from CCaaS is supported as well)
- Organizations with one of the certified CCaaS providers
- Deployments where embedded CTI is acceptable
- Voice as a supplemental channel to ServiceNow digital channels
- Proven, mature framework requirements
- Implementations needing wide CCaaS provider support
- Organizations wanting optional unified routing via AWA
⚠️ Consider Alternatives If
- You want native call controls in ServiceNow UI
- You want consistency in experience across all channels
- You want one universal inbox irrespective of where the channel is originating from CCaaS or ServiceNow
- Voice is one of your primary channels
- You need unified routing through CCaaS
- You want native experience for CCaaS channels
- You want to maintain skills, queues, routing policies in one place i.e., CCaaS platform (ServiceNow admin console for syncing skills and queues back)
- You prefer CCaaS-based routing consolidation
→ Consider the Contact Center Integration Framework for these scenarios.
Implementation Guidance
📖 Available Implementation Guide
Amazon Connect + Voice Framework
Comprehensive guide covering setup, configuration, operation handlers, unified routing via AWA, and all Voice Framework capabilities with Amazon Connect as the CCaaS provider.
- Step-by-step installation
- ServiceNow and AWS configuration
- Operation handlers setup
- Unified routing implementation
- Testing and troubleshooting
Implementation Steps Overview
- Review Framework Documentation: Understand architecture and capabilities
- Select CCaaS Provider: Choose from certified providers or plan custom integration
- Configure ServiceNow: Set up Openframe, Interaction Records, routing
- Configure CCaaS Platform: Set up IVR, CTI, operation handler endpoints
- Implement Operation Handlers: Create scripts for IVR personalization
- Test End-to-End: Validate all user journeys across personas
- Enable Advanced Features: Transcription, Now Assist, unified routing (optional)
- Deploy and Monitor: Go live and track performance
📚 Technical Documentation & Components
Explore detailed documentation for each component of the Voice Framework:
ServiceNow Voice Core Components
Components installed with Voice Core
Voice for CSM Components
Components for Customer Service Management
Amazon Connect Integration Components
Specific components for AWS Connect
Best Practices
Operation Handlers
- Use for IVR personalization and proactive service
- Leverage complete ServiceNow data access
- Implement call deflection during disruptions
- Keep handlers efficient and well-documented
Interaction Records
- Always screen pop Interaction Records vs. cases
- Provides 360° view and common data model
- Enables consistent analytics across channels
- Customize to show relevant customer info
Real-Time Transcription
- Verify CCaaS provider supports streaming
- Enable Now Assist for auto-summarization
- Use to reduce after-call work time
- Test transcription accuracy before go-live
WFO Integration
- Feed voice data into ServiceNow WFO
- Ensure data flows from all channels
- Drive accurate forecasting and scheduling
- Create unified reporting dashboards
Ready to Implement Voice Framework?
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