Zoom and ServiceNow announce integration for enhanced customer service

Investing.com -- Zoom Communications Inc. (NASDAQ:ZM) and ServiceNow (NYSE:NOW) have announced a plan to integrate Zoom’s customer experience platform (CX) with ServiceNow’s customer relationship management (CRM) and IT Service Management (ITSM). The announcement was made during Knowledge 2025, ServiceNow’s annual customer and partner event. The integration aims to provide a comprehensive, AI-driven solution for customer service and IT support in contact centers.

The integration aims to combine Zoom’s AI-first omnichannel contact center platform with ServiceNow’s CRM and industry workflows. This combination will allow voice, video, and digital interactions to be directly incorporated into the workflow of service teams, said Kentis Gopalla, head of product for Zoom CX. This partnership underlines Zoom’s commitment to providing solutions that drive business success and simplify customer and employee interactions.

The integration will allow for a more streamlined and robust customer experience, according to Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow. The combined ServiceNow CRM and Zoom CX will provide customer experience teams with the context, data, and AI they need to resolve issues faster and create deeper customer connections, without the need to switch between tools.

Key benefits of the integration include a unified workspace for agents, allowing them to manage all interactions, be it voice, video, or chat, without leaving the platform. Agents can stay focused on the customer, supported by real-time access to CRM data, interaction history, entitlements, and open cases.

The integration will also facilitate personalized, AI-driven experiences that can be scaled up. Zoom’s AI capabilities will be combined with ServiceNow’s automation and CRM intelligence, enabling organizations to scale support without sacrificing personalization. Zoom’s AI-first quality management will automatically score every interaction and generate coaching opportunities to drive continuous optimization.

The integration will also accelerate issue resolution through seamless collaboration. Zoom’s collaboration tools, accessible within ServiceNow, will allow agents to bring in the right expert without switching tools or losing context, helping them resolve issues faster and with the right team.

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