Within the framework of the Knowledge 2025 event, Zoom Communications and Servicenow have announced a strategic alliance that marks a new chapter in the evolution of IT support and customer service. The integration of Zoom CX, the Zoom Contact Center Contact Center, within the IT SERVICE MANAGEMENT ENVIRONMENT and CRM of Servicenow, aims to offer an integral solution based on artificial intelligence that optimizes the experience of the end user and simplifies the work of the agents.
With this new integration, attention agents will be able to manage calls, chats and video calls from a single environment, without alternating between systems. This synergy between CX Zoom and SERVICENW intelligent workflows provides a complete view of the client, which facilitates more efficient and resolutive interactions.
“This alliance reinforces our commitment to provide solutions that promote business success and simplify the interactions between clients and employees,” said Kentis Gopalla, head of the product of Zoom CX. “We are combining the best of our technologies to achieve a solid and friction experience.”
For his part, Michael Ramsey, Vice President of Product in Servicenow, stressed that “customer experiences should be easy, personalized and fast, not paralyzed by disconnected systems or not very useful bots.”
The integration of Zoom CX into the Servicenow platform promises to transform contact centers with unified, personalized and efficient experiences thanks to artificial intelligence.
Key advantages for companies and customers
Integration translates into three great benefits:
- 1. Agents with greater control and visibility. By incorporating Zoom CX directly into the Servicenow work space, agents can access all relevant data – from customer history to open cases – in real time, allowing them to act more quickly and efficiently. This applies to both complex situations, as a medical consultation, and to simpler efforts, such as commercial returns.
- 2. Customization at the scale. Combined use of generative AI, feelings analysis and automatic categorization allows both virtual and humans to offer more relevant responses. Functions such as intelligent notes or automated interactions evaluation open the door to a higher quality support and continuous training opportunities for equipment.
- 3. Fas faster by integrated collaboration. Many cases require the intervention of multiple departments. Thanks to Zoom’s collaboration capabilities, now accessible from Servicenow, agents can contact the right experts without abandoning the platform or losing the context, significantly accelerating resolution times.
With this joint movement, Zoom and Servicenow seek to position themselves at the forefront of the digital transformation of customer service, promoting operational efficiency without sacrificing the user experience. A commitment to artificial intelligence at people’s service.
Availability
Unified Zoom CX and Servicenow engagement will be available at the end of this year through Servicenow Store.
