Yes, Twillio helps you create your softphone app that later deploys onto the CRM/ITSM app which in this case is ServiceNow. The Twillio developer portal itself equips you with a series of getting started help-docs. You may check that out!! If looking for a unique, custom-built CTI connector, go for NovelVox’s Smart CTI Connectors and leave the hard part behind. When it comes to CC integrations, they have one of the best features.

Check out the features here: https://www.novelvox.com/cti-connector/servicenow/