Integrating voice assistant with CCaaS provider

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

    ServiceNow enables integration of its AI voice assistant with supported third-party Contact Center as a Service (CCaaS) providers. This integration allows users to receive voice-based support via ServiceNow AI voice agents, improving customer interaction through telephony or mobile app channels. When configuring a voice assistant, you define communication channels and select a CCaaS provider to deploy the assistant.

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    Communication Channels

    • Telephony provider: Connects the voice assistant to phone networks using various CCaaS providers.
    • Web Real-Time Communication (WebRTC): Connects the voice assistant to mobile applications for real-time voice support.

    Each communication channel type requires selecting the appropriate CCaaS provider. You can unlink providers if needed.

    Supported Telephony Providers and Configuration

    ServiceNow supports multiple CCaaS providers, each requiring specific configuration fields to enable integration.

    • Twilio Voice Service (WebSocket): Configure phone number for live agent transfer, authentication token, and use the autogenerated connection URL.
    • Genesys Voice Service (Audio Connector): Uses WebSocket channel. After setup, copy autogenerated base connection URI, connector ID, client secret, and API key to your Genesys Cloud account to complete integration.
    • Genesys Voice Service (SIP): Uses SIP protocol. Configure transfer number/address in SIP URI format, and utilize read-only fields like transfer method (REFER), ServiceNow SIP trunk domain, and authentication token for secure connection.
    • Amazon Connect (PSTN): Integration uses BYE as transfer method. Provides read-only URLs, call context API credentials (mTLS or OAuth2), client ID, and secret to secure call context communication.
    • 3CLogic (WebSocket): Uses WebSocket channel. After configuration, copy autogenerated WebSocket URL, client ID, and client secret to your 3CLogic account for authentication and connection.
    • Five9: Supported for integration but specific configuration details are not outlined in the provided content.

    WebRTC Integration

    The WebRTC channel connects the voice assistant to mobile applications, enabling voice support within mobile environments. Additional details are available in related ServiceNow documentation.

    Key Benefits for ServiceNow Customers

    • Enable AI-powered voice support across multiple popular CCaaS platforms.
    • Flexible deployment options via telephony or mobile app channels.
    • Secure authentication methods and autogenerated configuration data simplify setup.
    • Seamless integration improves customer engagement by connecting voice assistants directly to existing contact center infrastructures.

    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
    Phone number to live agent Phone number to connect the caller to a live agent when required.
    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.
    ServiceNow call context Read-only. The URL used by Amazon Connect to send call context data to the voice assistant when a call arrives.
    Call context API Read-only. Authentication credentials (mTLS certificate or OAuth2) used to secure call context requests from Amazon Connect 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.
    ServiceNow call context information Read-only. Reference information for configuring the Amazon Connect call context in your AWS account.

    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 ID Read-only. Generated client ID to authenticate requests from 3CLogic 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.

    Web Real-Time Communication (WebRTC)

    The Web Real-Time Communication (WebRTC) tab connects the voice assistant to mobile applications.

    For more information, see Integrate voice assistant with mobile app voice launcher.