Integrating voice assistant with CCaaS provider

  • Release version: Australia
  • Updated June 4, 2026
  • 4 minutes to read
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    Summary of Integrating voice assistant with CCaaS provider

    This guide explains how ServiceNow customers can enable voice-based support through AI voice agents by integrating the ServiceNow voice assistant with various third-party Contact Center as a Service (CCaaS) providers. Integration allows users to interact with the voice assistant either via telephony or mobile applications using Web Real-Time Communication (WebRTC).

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    When creating or editing a voice assistant, customers configure communication channels and select a provider application to deploy the assistant. Communication channels are categorized under two tabs:

    • Telephony provider: Connects the voice assistant to a phone network.
    • WebRTC: Connects the voice assistant to mobile applications.

    Choosing and linking a CCaaS provider is required, and removal of linked providers is supported.

    Supported Telephony Providers and Configuration

    Each supported CCaaS provider requires specific configuration fields to connect with the ServiceNow voice assistant. Most fields are autogenerated and read-only, intended to be copied into the respective CCaaS provider’s platform for completing integration.

    • Twilio Voice Service (WebSocket): Requires Authentication Token; autogenerated URL connects Twilio to the voice assistant.
    • Genesys Voice Service: Supports both Audio Connector (WebSocket) and SIP communication channels. Configuration includes autogenerated URIs, client secrets, API keys, and SIP transfer numbers with required formats.
    • Amazon Connect (PSTN): Uses BYE transfer method; provides call context API URL and OAuth2 client credentials for authenticating call data.
    • 3CLogic (WebSocket): Provides autogenerated WebSocket URL and client authentication credentials to be copied into the 3CLogic account.
    • Five9 (SIP): Uses BYE transfer method; includes ServiceNow SIP trunk info and authentication tokens for routing calls.
    • NICE CXone (SIP): Requires API credentials from the CXone account, including API endpoints, OAuth tokens, usernames, passwords, and client IDs/secrets. Also provides SIP trunk details and authentication tokens for call routing.

    Practical Value for ServiceNow Customers

    By following this integration framework, ServiceNow customers can enable their users to receive AI-driven voice support seamlessly through familiar CCaaS platforms. The integration supports multiple major CCaaS providers, ensuring flexibility and compatibility with existing contact center infrastructures.

    Customers should expect autogenerated configuration details within ServiceNow to be applied in their CCaaS environments to complete setup. This integration empowers enhanced voice support capabilities, improving customer interactions and operational efficiency.

    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.

    Communication channels are organized into two tabs:

    • Telephony provider — connects the voice assistant to a phone network.
    • Web Real-Time Communication (WebRTC) — connects the voice assistant to mobile applications.
    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

    The following sections describe the configuration fields for each supported CCaaS provider under the Telephony provider tab.

    Twilio voice service (WebSocket)

    Table 1. Twilio voice service configuration fields
    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.

    Genesys voice service (Audio Connector)

    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.

    Table 2. Genesys Audio Connector configuration fields
    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.

    Genesys voice service (SIP)

    Table 3. Genesys voice service configuration fields
    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.
    x-snc-param Read-only. Generated token to send to your Genesys CCaaS account to authenticate requests to the voice assistant.

    Amazon Connect (PSTN)

    Table 4. Amazon Connect configuration fields
    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.

    3CLogic (WebSocket)

    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.

    Table 5. 3CLogic configuration fields
    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.

    Five9 (SIP)

    Table 6. Five9 configuration fields
    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.
    x-snc-param Read-only. Generated token to send to your Five9 account to authenticate requests to the voice assistant.

    NICE CXone (SIP)

    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.

    Table 7. NICE API credentials
    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 8. ServiceNow SIP Trunk information
    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.
    x-snc-param Read-only. Generated token to send to your CXone account to authenticate requests to the voice assistant.