--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Integrating voice assistant with CCaaS provider # Integrating voice assistant with CCaaS provider {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Integrating voice assistant with CCaaS provider This feature enables ServiceNow customers to provide voice-based support through AI voice agents by integrating the ServiceNow voice assistant with supported third-party Contact Center as a Service (CCaaS) providers. Integration allows users to interact with voice assistants over telephony or mobile applications, enhancing customer service accessibility and efficiency. Show full answer Show less ## Communication Channels and Providers When configuring a voice assistant, customers select a provider application and communication channel type. There are two main communication channels: * **Telephony provider:** Connects the voice assistant to a phone network. * **Web Real-Time Communication (WebRTC):** Connects the voice assistant to mobile applications. Each channel requires selecting a supported CCaaS provider. Providers can be linked or unlinked as needed. ## Supported Telephony Providers and Configuration The following CCaaS providers are supported under the Telephony provider channel, each requiring specific configuration fields: * **Twilio Voice Service (WebSocket):** Requires an authentication token and provides a generated URL to link Twilio to the voice assistant. * **Genesys Voice Service:** * **Audio Connector (WebSocket):** Generates credentials (connection URI, connector ID, client secret, API key) to be copied into the Genesys Cloud account. * **SIP:** Uses SIP URI for call transfer, a fixed transfer method (REFER), and ServiceNow SIP Trunk information for routing and authentication. * **Amazon Connect (PSTN):** Provides call transfer method (BYE), call context API URL, and OAuth2 client ID and secret for authentication. * **3CLogic (WebSocket):** Supplies a generated WebSocket URL, client secret, and client ID for integration with 3CLogic accounts. * **Five9 (SIP):** Uses a BYE transfer method, ServiceNow SIP Trunk FQDN, and an authentication token for routing calls. * **NICE CXone (SIP):** Requires NICE API credentials (API endpoint, token endpoint, username, password, client ID, client secret) and ServiceNow SIP Trunk information for call routing and authentication. ## Practical Application for ServiceNow Customers ServiceNow customers can enable AI voice agent support by integrating their voice assistant with any supported CCaaS provider. This integration allows: * Voice-based customer interactions via phone networks or mobile applications. * Secure authentication and seamless call transfer between ServiceNow and CCaaS platforms. * Use of standard protocols such as WebSocket, SIP, and OAuth2 for robust connectivity. Configuration involves selecting the appropriate communication channel and provider, entering or copying generated credentials, and completing setup within the CCaaS platform as instructed. ## Benefits * Improved customer engagement through AI-powered voice support. * Flexibility to integrate with multiple popular CCaaS platforms. * Streamlined setup with autogenerated URLs, tokens, and authentication credentials. * Support for both telephony and WebRTC channels to match organizational needs. Enable users to get voice-based support from ServiceNow AI voice agents by integrating ServiceNow voice assistant with supported third-party Contact Center as a Service providers (CCaaS). When you create or edit a voice assistant, you configure communication channels to define how the assistant connects to users. Select a Provider application to deploy the assistant to --- this field is required for all communication channel types and appears above the channel tabs.{#integrating-voice-service-with-ccaas-providers__integrating-voice-service-with-ccaas-providers-p-1} Communication channels are organized into two tabs:{#integrating-voice-service-with-ccaas-providers__integrating-voice-service-with-ccaas-providers-p-2} * Telephony provider --- connects the voice assistant to a phone network. * Web Real-Time Communication (WebRTC) --- connects the voice assistant to mobile applications. {#integrating-voice-service-with-ccaas-providers__ul_comm_channel_tabs} Note: To configure a telephony provider, select a communication channel type from the Communication channel drop-down, then select a CCaaS provider. The available CCaaS providers depend on the selected channel type. To remove a linked provider, select Unlink this provider. ## Telephony providers {#integrating-voice-service-with-ccaas-providers__section_telephony_providers} The following sections describe the configuration fields for each supported CCaaS provider under the Telephony provider tab.{#integrating-voice-service-with-ccaas-providers__section_telephony_providers-p-1} ## Twilio voice service (WebSocket) {#integrating-voice-service-with-ccaas-providers__section_twilio} {#integrating-voice-service-with-ccaas-providers__table_twilio_provider_fields__entry__2} | Field | Description | |-|-| | Authentication Token | Authentication token to authenticate to your Twilio voice service account. | | URL | Read-only. Autogenerated URL to connect Twilio voice service to the voice assistant. | [Table 1. Twilio voice service configuration fields] {#integrating-voice-service-with-ccaas-providers__table_twilio_provider_fields} ## Genesys voice service (Audio Connector) {#integrating-voice-service-with-ccaas-providers__section_genesys_ac} Genesys uses the Audio Connector integration and the WebSocket channel type. After the configuration is saved, copy the generated credentials and paste them into your Genesys Cloud account to complete the integration.{#integrating-voice-service-with-ccaas-providers__section_genesys_ac-p-1} {#integrating-voice-service-with-ccaas-providers__table_genesys_ac_provider_fields__entry__2} | Field | Description | |-|-| | Base connection URI | Read-only. Autogenerated WebSocket URL to connect the Genesys Cloud Audio Connector to the voice assistant. Copy this value to your Genesys Cloud account. | | Connector ID | Read-only. Autogenerated identifier for the Genesys Cloud Audio Connector. Copy this value to your Genesys Cloud account. | | Client secret | Read-only. Base64-encoded client secret for secure access. Copy this value to your Genesys Cloud account. | | API key | Read-only. API key to authenticate your Genesys Cloud service to the voice assistant. Copy this value to your Genesys Cloud account. | [Table 2. Genesys Audio Connector configuration fields] {#integrating-voice-service-with-ccaas-providers__table_genesys_ac_provider_fields} ## Genesys voice service (SIP) {#integrating-voice-service-with-ccaas-providers__section_genesys} {#integrating-voice-service-with-ccaas-providers__table_genesys_provider_fields__entry__2} | Field | Description | |-|-| | Transfer number/address | SIP URI to transfer the call to the Genesys voice service. Use the format `user@domain`, where the user part is up to 16 characters and the domain part is up to 256 characters. URI parameters are not supported. | | Transfer method | Read-only. Set to REFER for Genesys voice service. | | ServiceNow SIP Trunk information | Read-only. The ServiceNow SIP fully qualified domain name for your region, used to route calls from Genesys voice service to the voice assistant. For configuration details, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612). | | x-snc-param | Read-only. Generated token to send to your Genesys CCaaS account to authenticate requests to the voice assistant. | [Table 3. Genesys voice service configuration fields] {#integrating-voice-service-with-ccaas-providers__table_genesys_provider_fields} ## Amazon Connect (PSTN) {#integrating-voice-service-with-ccaas-providers__section_amazon_connect} {#integrating-voice-service-with-ccaas-providers__table_amazon_connect_provider_fields__entry__2} | Field | Description | |-|-| | Transfer method | Read-only. Set to BYE for Amazon Connect. | | Call context API | Read-only. The URL that Amazon Connect uses to send call context data to the voice assistant. | | Client ID | Read-only. Generated client ID for OAuth2 authentication of call context requests from Amazon Connect to the voice assistant. | | Client Secret | Read-only. Generated client secret for OAuth2 authentication of call context requests from Amazon Connect to the voice assistant. | [Table 4. Amazon Connect configuration fields] {#integrating-voice-service-with-ccaas-providers__table_amazon_connect_provider_fields} ## 3CLogic (WebSocket) {#integrating-voice-service-with-ccaas-providers__section_3clogic} 3CLogic uses the WebSocket channel type. After the configuration is saved, copy the generated credentials and paste them into your 3CLogic account to complete the integration.{#integrating-voice-service-with-ccaas-providers__section_3clogic-p-1} {#integrating-voice-service-with-ccaas-providers__table_3clogic_provider_fields__entry__2} | Field | Description | |-|-| | URL | Read-only. Autogenerated WebSocket URL to connect the 3CLogic voice service to the voice assistant. Copy this value to your 3CLogic account. | | Client secret | Read-only. Generated client secret to authenticate requests from 3CLogic to the voice assistant. Copy this value to your 3CLogic account. | | Client id | Read-only. Generated client ID to authenticate requests from 3CLogic to the voice assistant. Copy this value to your 3CLogic account. | [Table 5. 3CLogic configuration fields] {#integrating-voice-service-with-ccaas-providers__table_3clogic_provider_fields} ## Five9 (SIP) {#integrating-voice-service-with-ccaas-providers__section_five9} {#integrating-voice-service-with-ccaas-providers__table_five9_provider_fields__entry__2} | Field | Description | |-|-| | Transfer method | Read-only. Set to BYE for Five9. | | ServiceNow SIP Trunk information | Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from Five9 to the voice assistant. For configuration details, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612). | | x-snc-param | Read-only. Generated token to send to your Five9 account to authenticate requests to the voice assistant. | [Table 6. Five9 configuration fields] {#integrating-voice-service-with-ccaas-providers__table_five9_provider_fields} ## NICE CXone (SIP) {#integrating-voice-service-with-ccaas-providers__section_nice} NICE CXone uses the SIP channel type. Enter the NICE API credentials from your CXone account, then use the generated ServiceNow SIP Trunk information to configure the SIP trunk in CXone.{#integrating-voice-service-with-ccaas-providers__section_nice-p-1} {#integrating-voice-service-with-ccaas-providers__table_nice_api_cred_fields__entry__2} | Field | Description | |-|-| | API endpoint | The CXone API base URL. Must be a valid NICE domain, such as `https://cxone.niceincontact.com` or `https://cxone-gov.niceincontact.com`. | | Token endpoint | The CXone OAuth token URL used to generate authentication tokens. Must be a valid NICE domain. | | Username | The access key ID from your CXone account. Work with your Nice account team to obtain this credential. | | Password | The access key secret from your CXone account. This value is only displayed once when generated. Copy it before navigating away. | | Client ID | The OAuth client ID from your CXone account. | | Client Secret | The OAuth client secret from your CXone account. | [Table 7. NICE API credentials] {#integrating-voice-service-with-ccaas-providers__table_nice_api_cred_fields} {#integrating-voice-service-with-ccaas-providers__table_nice_sip_fields__entry__2} | Field | Description | |-|-| | Transfer number/address | SIP URI or phone number to transfer the call to your CXone service. Use the format `user@domain`. | | Transfer method | Read-only. Set to REFER for CXone. | | ServiceNow SIP FQDN | Read-only. The ServiceNow SIP fully qualified domain name (FQDN) for your region, used to route calls from CXone to the voice assistant. For configuration details, see [KB3023612](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3023612). | | x-snc-param | Read-only. Generated token to send to your CXone account to authenticate requests to the voice assistant. | [Table 8. ServiceNow SIP Trunk information] {#integrating-voice-service-with-ccaas-providers__table_nice_sip_fields} * **[Integrate ServiceNow voice assistant with Twilio voice service](https://www.servicenow.com/docs/q8cBREeAieYmoD_KJLBxTw)** Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the Twilio voice service. * **[Integrate ServiceNow voice assistant with Genesys Cloud service (Audio Connector)](https://www.servicenow.com/docs/UCAU4ikgcD1YZOwuxid9Fg)** Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with Genesys Cloud service using the Audio Connector integration. * **[Integrate ServiceNow voice assistant with Genesys Cloud service (SIP)](https://www.servicenow.com/docs/jUKrE7YP3IFIIlU5qsflog)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Genesys Cloud service using the Session Initiation Protocol (SIP) communication channel. * **[Integrate ServiceNow voice assistant with 3CLogic](https://www.servicenow.com/docs/LGnn3UBHbed42Jdyd2lKKA)** Enable users to get support from AI voice agents by integrating a ServiceNow AI voice assistant with the 3CLogic voice service. * **[Integrate ServiceNow voice assistant with Amazon Connect](https://www.servicenow.com/docs/QsPDQ4OxgPCm_O_3l7dkoA)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Amazon Connect. * **[Integrate ServiceNow voice assistant with Five9](https://www.servicenow.com/docs/xklQMdFQhwmz8y1EdaXlKg)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Five9 voice service. * **[Integrate ServiceNow voice assistant with Nice CXone](https://www.servicenow.com/docs/5_hgjQOmqKa~Z2Tpo8kM~w)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with Nice CXone. * **[Integrate ServiceNow voice assistant with a custom SIP provider](https://www.servicenow.com/docs/gEZFThSVWJcm6sasmDpLKA)** Enable users to get support from AI voice agents by integrating a ServiceNow voice assistant with a custom Session Initiation Protocol (SIP) provider.