Zoom and ServiceNow Announce Strategic Integration to Elevate Customer and Employee Experiences
Zoom (NASDAQ: ZM) and ServiceNow (NYSE: NOW) have announced a strategic integration combining Zoom CX with ServiceNow's CRM and IT Service Management platforms. The integration will create a unified workspace where agents can manage all customer interactions (voice, video, and chat) directly within ServiceNow's platform, eliminating the need to switch between multiple tools.
Key features include: AI-powered capabilities combining Zoom's Virtual Agent and ServiceNow's automation for personalized customer support, real-time sentiment analysis, and automated quality management. The integration enables seamless collaboration by allowing agents to bring in experts without losing context, and provides access to CRM data, interaction history, and case information in one platform.
The integrated solution, called "Unified Engagement," will be available through the ServiceNow Store later in 2025.
Zoom (NASDAQ: ZM) e ServiceNow (NYSE: NOW) hanno annunciato un'integrazione strategica che unisce Zoom CX con le piattaforme CRM e IT Service Management di ServiceNow. Questa integrazione creerà un ambiente di lavoro unificato in cui gli agenti potranno gestire tutte le interazioni con i clienti (voce, video e chat) direttamente all'interno della piattaforma ServiceNow, eliminando la necessità di passare da uno strumento all'altro.
Le caratteristiche principali includono: funzionalità basate sull'intelligenza artificiale che combinano l'Agente Virtuale di Zoom con l'automazione di ServiceNow per offrire supporto clienti personalizzato, analisi del sentiment in tempo reale e gestione automatizzata della qualità. L'integrazione consente una collaborazione fluida permettendo agli agenti di coinvolgere esperti senza perdere il contesto, oltre a fornire accesso ai dati CRM, alla cronologia delle interazioni e alle informazioni sui casi in un'unica piattaforma.
La soluzione integrata, chiamata "Unified Engagement", sarà disponibile tramite il ServiceNow Store entro la fine del 2025.
Zoom (NASDAQ: ZM) y ServiceNow (NYSE: NOW) han anunciado una integración estratégica que combina Zoom CX con las plataformas CRM y de Gestión de Servicios de TI de ServiceNow. Esta integración creará un espacio de trabajo unificado donde los agentes podrán gestionar todas las interacciones con clientes (voz, video y chat) directamente dentro de la plataforma de ServiceNow, eliminando la necesidad de cambiar entre múltiples herramientas.
Las características clave incluyen: capacidades impulsadas por IA que combinan el Agente Virtual de Zoom con la automatización de ServiceNow para ofrecer soporte personalizado al cliente, análisis de sentimiento en tiempo real y gestión automática de calidad. La integración permite una colaboración fluida al permitir que los agentes incorporen expertos sin perder el contexto y proporciona acceso a datos CRM, historial de interacciones e información de casos en una sola plataforma.
La solución integrada, llamada "Unified Engagement", estará disponible a través de la ServiceNow Store a finales de 2025.
Zoom (NASDAQ: ZM)과 ServiceNow (NYSE: NOW)가 Zoom CX와 ServiceNow의 CRM 및 IT 서비스 관리 플랫폼을 결합하는 전략적 통합을 발표했습니다. 이 통합은 상담원이 ServiceNow 플랫폼 내에서 음성, 영상, 채팅 등 모든 고객 상호작용을 관리할 수 있는 통합 작업 공간을 만들어 여러 도구를 전환할 필요를 없앱니다.
주요 기능으로는 Zoom의 가상 에이전트와 ServiceNow의 자동화를 결합한 AI 기반 기능으로 개인화된 고객 지원, 실시간 감정 분석, 자동화된 품질 관리가 포함됩니다. 이 통합은 상담원이 전문가를 상황 맥락을 잃지 않고 초대할 수 있도록 원활한 협업을 가능하게 하며, CRM 데이터, 상호작용 이력, 케이스 정보를 한 플랫폼에서 접근할 수 있게 합니다.
통합 솔루션인 "Unified Engagement"는 2025년 말 ServiceNow 스토어를 통해 제공될 예정입니다.
Zoom (NASDAQ : ZM) et ServiceNow (NYSE : NOW) ont annoncé une intégration stratégique combinant Zoom CX avec les plateformes CRM et de gestion des services IT de ServiceNow. Cette intégration créera un espace de travail unifié où les agents pourront gérer toutes les interactions clients (voix, vidéo et chat) directement au sein de la plateforme ServiceNow, éliminant ainsi le besoin de passer d’un outil à l’autre.
Les principales fonctionnalités incluent : des capacités alimentées par l’IA combinant l’Agent Virtuel de Zoom et l’automatisation de ServiceNow pour un support client personnalisé, une analyse des sentiments en temps réel et une gestion automatisée de la qualité. L’intégration permet une collaboration fluide en donnant aux agents la possibilité d’inclure des experts sans perdre le contexte, et offre un accès aux données CRM, à l’historique des interactions et aux informations sur les dossiers sur une seule plateforme.
La solution intégrée, appelée « Unified Engagement », sera disponible via le ServiceNow Store d’ici la fin de l’année 2025.
Zoom (NASDAQ: ZM) und ServiceNow (NYSE: NOW) haben eine strategische Integration angekündigt, die Zoom CX mit den CRM- und IT-Service-Management-Plattformen von ServiceNow kombiniert. Die Integration schafft einen einheitlichen Arbeitsbereich, in dem Agenten alle Kundeninteraktionen (Sprache, Video und Chat) direkt innerhalb der ServiceNow-Plattform verwalten können, ohne zwischen mehreren Tools wechseln zu müssen.
Zu den Hauptmerkmalen gehören KI-gestützte Funktionen, die Zooms Virtuellen Agenten mit der Automatisierung von ServiceNow verbinden, um personalisierten Kundensupport, Echtzeit-Stimmungsanalysen und automatisiertes Qualitätsmanagement zu bieten. Die Integration ermöglicht nahtlose Zusammenarbeit, indem Agenten Experten hinzuziehen können, ohne den Kontext zu verlieren, und bietet Zugriff auf CRM-Daten, Interaktionsverlauf und Fallinformationen in einer einzigen Plattform.
Die integrierte Lösung namens "Unified Engagement" wird Ende 2025 über den ServiceNow Store verfügbar sein.
- Integration eliminates the need for agents to switch between multiple tools, improving efficiency
- AI capabilities from both platforms combine to enable automated customer support and quality management
- Real-time access to CRM data and interaction history enables faster issue resolution
- Seamless collaboration features allow quick expert consultation without losing context
- Integration won't be available until later in 2025, potentially giving competitors time to develop similar solutions
- Success depends on customers using both Zoom CX and ServiceNow platforms
Insights
Zoom and ServiceNow's integration creates a unified workspace for customer service agents, combining communication tools with CRM capabilities to streamline operations.
This strategic integration between Zoom and ServiceNow represents a significant evolution in contact center technology. By embedding Zoom CX directly into ServiceNow's Agent Workspace, the partnership addresses one of the most persistent productivity drains in customer service operations: tool switching.
The technical architecture described creates what's essentially an operating system for service interactions, allowing agents to manage voice, video, and chat communications without leaving their primary workflow environment. This eliminates the context-switching penalty that typically costs 20-40 seconds per interaction.
From an implementation perspective, the integration offers three key technical advantages:
- Tool consolidation that keeps agents within a single interface while maintaining access to customer data, interaction history, and case management
- AI augmentation combining both platforms' capabilities for sentiment analysis, automated note-taking, and call dispositioning
- Workflow optimization through ServiceNow's industry-specific process templates
The collaboration capabilities are particularly noteworthy, as they solve the persistent problem of knowledge silos in service organizations. By enabling seamless expert consultation without abandoning the primary interface, the integration reduces the resolution time for complex issues.
While many partnerships announce AI capabilities in general terms, this integration specifically addresses how AI functions within the agent workflow – providing real-time assistance rather than requiring separate interaction with AI tools. The combined solution represents an important step toward the industry's vision of truly unified service platforms.
Unified Engagement from Zoom CX and ServiceNow integrates voice, video, and digital channels directly within the ServiceNow AI Platform for a simpler agent experience and more personalized customer engagements
LAS VEGAS, May 07, 2025 (GLOBE NEWSWIRE) -- Zoom Communications Inc. (NASDAQ: ZM) and ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced plans to integrate Zoom CX with ServiceNow CRM and IT Service Management (ITSM). The integration, announced as part of Knowledge 2025, ServiceNow’s annual customer and partner event, will deliver a turnkey, AI-first solution for customer service and IT support in the contact center.
“This integration unites the power of Zoom’s AI-first omnichannel contact center platform with ServiceNow’s CRM and Industry workflows, bringing voice, video, and digital interactions directly into the flow of work for service teams, making the experience more seamless and robust,” said Kentis Gopalla, head of product for Zoom CX. “This partnership underscores our commitment to providing solutions that drive business success and simplify customer and employee interactions.”
“Customer experiences should be easy, personalized, and fast — not stalled by disconnected systems or unhelpful bots,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow. “With ServiceNow CRM and Zoom CX coming together in one unified experience, we’re eliminating the need to swivel between tools and giving CX teams the context, data, and AI they need to resolve issues faster and create deeper customer connections.”
Key Benefits of the Zoom + ServiceNow Integration
- A Unified Workspace That Puts Agents in Control
With Zoom CX embedded inside the ServiceNow Agent Workspace, agents manage every interaction, whether voice, video, or chat, without leaving the platform. Instead of toggling between systems, they can stay focused on the customer, supported by real-time access to CRM data, interaction history, entitlements, and open cases.
Combined with ServiceNow’s Industry workflows, agents can take action in context, triggering the right processes, resolving issues faster, and delivering a more tailored experience, whether it’s helping a patient reschedule an appointment, a banking client check on a loan application, or a retailer process a return.
- Personalized, AI-First Experiences That Scale
Combining Zoom’s AI capabilities with ServiceNow’s automation and CRM intelligence enables organizations to scale support without sacrificing personalization. Zoom Virtual Agent can handle customer issues with context-aware responses. Agents benefit from AI Expert Assist to provide real-time sentiment analysis, smart note-taking, and automatic call dispositioning, keeping them focused on high-value interactions instead of repetitive tasks.
Additionally, Zoom’s AI-first quality management can automatically score every interaction and generate coaching opportunities to drive continuous optimization.
- Accelerate Resolution Through Seamless Collaboration
Support doesn’t always end with the first agent. Sometimes it takes a team, from billing to field service to engineering. With Zoom’s collaboration tools accessible within ServiceNow, agents can bring in the right expert without switching tools or losing context, helping them resolve issues faster and with the right team.
Availability
Unified Engagement from Zoom CX and ServiceNow will be available later this year through the ServiceNow Store.
About Zoom
Zoom’s mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom’s open collaboration platform with AI Companion empowers teams to be more productive. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at zoom.com.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
© 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Zoom Public Relations
Karen Modlin
press@zoom.us
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