Integrating voice assistant with CCaaS provider

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

    This integration enables ServiceNow customers to provide voice-based support through AI voice agents by connecting the ServiceNow voice assistant with supported third-party Contact Center as a Service (CCaaS) providers. It allows users to interact with the voice assistant via telephony or mobile app channels, enhancing customer engagement through voice communication.

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    Communication Channels and Provider Selection

    When creating or editing a voice assistant, you configure communication channels that define how the assistant connects to users. You must select a Provider application to deploy the assistant, which is required for all communication channel types. Communication channels are organized into two tabs:

    • Telephony provider: Connects the voice assistant to phone networks.
    • Web Real-Time Communication (WebRTC): Connects the voice assistant to mobile applications.

    Configuring a telephony provider involves selecting the communication channel type and then choosing a supported CCaaS provider. Providers can be unlinked if needed.

    Supported Telephony Providers and Their Configuration

    The integration supports multiple CCaaS providers, each with specific configuration fields and authentication details. Key providers include:

    • Twilio voice service (WebSocket): Requires authentication token and provides an autogenerated URL for connecting to the voice assistant.
    • Genesys voice service: Supports both Audio Connector (WebSocket) and SIP channel types.
      • Audio Connector integration requires copying autogenerated WebSocket URL, connector ID, client secret, and API key to Genesys Cloud account.
      • SIP integration requires specifying a SIP URI for call transfer, a transfer method set to REFER, and ServiceNow SIP trunk information for routing calls. An authentication token is provided for secure communication.
    • Amazon Connect (PSTN): Uses transfer method BYE, provides URLs for call context API, and OAuth2 credentials (client ID and secret) for authenticating call context data sent to the voice assistant.
    • 3CLogic (WebSocket): After saving configuration, autogenerated WebSocket URL, client secret, and client ID must be copied to the 3CLogic account for integration.
    • Five9 (SIP): Uses transfer method BYE, includes ServiceNow SIP trunk information for call routing, and a token for authenticating requests to the voice assistant.
    • NICE CXone (SIP): Requires entering NICE API credentials (API endpoint, token endpoint, username, password, client ID, and client secret) obtained from NICE CXone account. The ServiceNow SIP trunk details (transfer number/URI, transfer method REFER, SIP FQDN, and authentication token) are then used to configure the SIP trunk in CXone.

    Practical Benefits for ServiceNow Customers

    • Enables seamless voice-based AI support through popular CCaaS platforms, improving customer service accessibility and response times.
    • Supports multiple integration methods (WebSocket and SIP) tailored to different CCaaS providers, allowing flexible deployment based on existing telephony infrastructure.
    • Preconfigured authentication tokens, URLs, and client credentials facilitate secure and straightforward integration setup.
    • Integration details are designed for easy copying and pasting into corresponding CCaaS provider accounts, reducing configuration complexity.

    Next Steps

    To implement the integration, select the appropriate CCaaS provider and communication channel during voice assistant configuration, then use the autogenerated credentials and URLs to complete setup within the CCaaS platform. Follow specific configuration guidance for your provider to ensure secure and proper connection between ServiceNow voice assistants and the CCaaS environment.

    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.