Zoom and ServiceNow to enhance contact center operations

LAS VEGAS - In a move poised to streamline contact center operations, Zoom Communications Inc. (NASDAQ:ZM) and ServiceNow (NYSE:NOW) have announced an integration of Zoom CX with ServiceNow’s CRM and IT Service Management (ITSM) solutions. Revealed during ServiceNow’s annual Knowledge 2025 event, this collaboration aims to deliver a unified, AI-driven customer service and IT support experience. ServiceNow, with its impressive $200.89 billion market capitalization and 21% year-over-year revenue growth, continues to demonstrate its dominance as a prominent player in the software industry.

The integration will embed Zoom CX within the ServiceNow Agent Workspace, allowing agents to manage voice, video, and chat interactions without the need to switch between different systems. This unified workspace is designed to keep agents focused on the customer by providing real-time access to customer data, interaction history, and case management tools. According to InvestingPro data, ServiceNow maintains impressive gross profit margins of nearly 79%, reflecting its operational efficiency in delivering enterprise solutions.

By leveraging Zoom’s AI capabilities alongside ServiceNow’s automation and CRM intelligence, the partnership intends to offer personalized support at scale. Features such as Zoom Virtual Agent and AI Expert Assist are set to enhance the customer experience with context-aware responses and real-time sentiment analysis, while Zoom’s AI-first quality management will automatically evaluate interactions to identify coaching opportunities.

The collaboration also facilitates seamless team collaboration within the ServiceNow platform, making it easier for agents to involve the right experts without losing context, ultimately speeding up resolution times. With a "GREAT" financial health score from InvestingPro, ServiceNow demonstrates strong fundamentals to support its strategic initiatives. InvestingPro analysis reveals 15+ additional key insights about ServiceNow’s performance and valuation, available in the comprehensive Pro Research Report.

Unified Engagement from Zoom CX and ServiceNow is expected to become available later this year through the ServiceNow Store. Based on current market analysis and the company’s premium valuation multiples, ServiceNow appears to be trading above its Fair Value according to InvestingPro’s valuation models.

Zoom, known for its AI-first work platform for human connection, and ServiceNow, an AI platform for business transformation, are both committed to improving productivity and business outcomes through innovative technology solutions.

This partnership reflects both companies’ dedication to creating more seamless and effective customer and employee interactions, promising to deliver a more connected and efficient contact center environment.

The information for this article is based on a press release statement.

In other recent news, ServiceNow has made several significant announcements that highlight its ongoing developments and strategic partnerships. At its Knowledge 2025 event, ServiceNow introduced a new AI-powered Customer Relationship Management (CRM) system, which has already achieved a 30% year-over-year growth, reaching an annual contract value of $1.4 billion. The company also launched ServiceNow University, a learning platform aimed at addressing the demand for AI-driven upskilling, which is expected to impact over 8 million jobs in the U.S. by 2030. Additionally, ServiceNow and UKG revealed a partnership to integrate AI into workplace operations, aiming to enhance employee productivity and efficiency.

Furthermore, ServiceNow unveiled its AI Control Tower and AI Agent Fabric, designed to optimize AI investments and ensure responsible integration into enterprise strategies. These tools are expected to generate a significant global impact by 2030, aligning with Gartner’s forecasts on AI governance. Scotiabank analyst Allan Verkhovski recently raised ServiceNow’s stock target to $1,100, maintaining a Sector Outperform rating and highlighting the company’s strong market positioning and AI-driven business transformation capabilities. Verkhovski also noted ServiceNow’s continued focus on strategic acquisitions, particularly in data management, to bolster its CRM expansion.

ServiceNow’s recent acquisition of Logik.ai and the introduction of CRM AI Agents further strengthen its offerings, automating 37% of customer support workflows. The company’s initiatives aim to enhance service quality and operational efficiency, as praised by customers like Pure Storage and Farm Credit Mid-America. These developments reflect ServiceNow’s commitment to leveraging AI for improved productivity and business outcomes while addressing industry-specific needs through strategic partnerships and innovative solutions.

This article was generated with the support of AI and reviewed by an editor. For more information see our T&C.