Zoom and ServiceNow Announce Strategic Integration to Enhance Customer and Employee Experiences

Zoom Communications Inc. and ServiceNow, a leading AI platform for business transformation, have unveiled plans to integrate Zoom CX with ServiceNow’s CRM and IT Service Management (ITSM) solutions. This integration, which was announced during Knowledge 2025, ServiceNow’s annual customer and partner event, promises to deliver an AI-powered, turnkey solution for customer service and IT support within 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 of 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.”

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Key Benefits of the Zoom + ServiceNow Integration:

A Unified Workspace That Empowers Agents

By embedding Zoom CX directly into the ServiceNow Agent Workspace, agents can manage all interactions—whether via voice, video, or chat—without ever leaving the platform. Rather than toggling between disparate systems, agents 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, this solution empowers agents to take immediate action, triggering the right processes and resolving issues swiftly. Whether helping a patient reschedule an appointment, assisting a banking client with a loan application, or processing a return for a retailer, the experience becomes more tailored and efficient.

AI-Driven, Personalized Experiences That Scale

The synergy between Zoom’s AI capabilities and ServiceNow’s automation and CRM intelligence allows organizations to scale their support efforts without compromising on personalization. Zoom Virtual Agent is able to handle customer queries with contextually aware responses, while AI Expert Assist enhances agents’ effectiveness through real-time sentiment analysis, smart note-taking, and automatic call dispositioning. This allows agents to focus on high-value interactions rather than repetitive tasks.

Additionally, Zoom’s AI-first quality management system automatically scores every interaction, providing continuous optimization opportunities and driving coaching for ongoing improvement.

Accelerated Resolution Through Seamless Collaboration

Complex support issues often require collaboration across various departments, from billing to engineering. With Zoom’s collaboration tools embedded within ServiceNow, agents can seamlessly bring in the right expert without switching platforms or losing context. This streamlined workflow enables faster issue resolution, ensuring customers receive the assistance they need in the most efficient manner.