Zoom and ServiceNow have announced a strategic integration that will unify Zoom CX with ServiceNow CRM and IT Service Management (ITSM). This integration, revealed at ServiceNow’s Knowledge 2025 event, aims to deliver an AI-first solution for customer service and IT support within the contact center. By embedding voice, video, and digital channels directly into the ServiceNow AI Platform, the integration seeks to simplify the agent experience and enhance customer engagements with more personalized interactions.
Zoom and ServiceNow announce a strategic integration of Zoom CX with ServiceNow CRM and ITSM.
The integration will provide a unified, AI-first solution for customer service and IT support.
Agents will manage voice, video, and chat interactions directly within the ServiceNow Agent Workspace.
The integration aims to eliminate the need for agents to switch between multiple tools.
AI-powered features will include Zoom Virtual Agent for customer issues and AI Expert Assist for agents.
Zoom’s AI-first quality management will offer automated interaction scoring and coaching opportunities.
The integration of Zoom CX into the ServiceNow Agent Workspace will provide agents with a centralized platform to manage all customer interactions, regardless of the channel—voice, video, or chat—without having to navigate away from the ServiceNow interface. This unified workspace will offer real-time access to crucial CRM data, including interaction history, entitlements, and open cases, enabling agents to maintain focus on the customer and provide more informed support.
Furthermore, by leveraging ServiceNow’s Industry workflows, agents will be able to take action within the appropriate context, triggering relevant processes, resolving issues more efficiently, and delivering a more tailored experience across various industries, such as healthcare (rescheduling appointments), finance (loan application status), and retail (processing returns).
The collaboration will combine Zoom’s AI capabilities with ServiceNow’s automation and CRM intelligence to enable organizations to scale their support operations while maintaining a high level of personalization. Zoom Virtual Agent will be able to handle customer inquiries with context-aware responses, while agents will benefit from AI Expert Assist, which offers real-time sentiment analysis, smart note-taking, and automatic call dispositioning. This AI-powered assistance will allow agents to concentrate on more complex, high-value interactions rather than repetitive tasks.
Additionally, Zoom’s AI-first quality management system will automatically score every interaction and identify opportunities for coaching and continuous optimization of service delivery.
Recognizing that issue resolution often requires input from multiple teams, the integration will also provide access to Zoom’s collaboration tools directly within ServiceNow. This will enable agents to easily involve experts from other departments, such as billing, field service, or engineering, without the need to switch applications or lose critical context, leading to faster and more effective problem resolution.
“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.”
In conclusion, the strategic integration between Zoom and ServiceNow promises to enhance both customer and employee experiences by creating a unified, AI-powered platform that streamlines communication, provides agents with the necessary context and tools, and facilitates seamless collaboration for efficient issue resolution.
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 and headquartered in San Jose, California.
ServiceNow 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.
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