Zoom and ServiceNow have joined forces to create a powerful integration that brings Zoom CX into ServiceNow’s ITSM and CRM platforms. Announced at ServiceNow’s Knowledge 2025 conference, this AI-first solution is built to help support teams work faster, smarter, and more effectively, especially in today’s high-pressure contact centers.
One Workspace, All Channels
Support agents no longer have to juggle multiple apps. With Zoom CX now embedded in ServiceNow’s Agent Workspace, teams can handle voice, video, and chat conversations from a single screen. They also get instant access to CRM records, past interactions, case history, and open requests, all in one place.
This setup speeds up response times, reduces errors, and makes support feel more personal. By cutting down on screen-switching and app overload, agents can focus on solving problems instead of navigating tools.
Smarter, Faster Help with Built-in AI
Zoom’s AI works hand-in-hand with ServiceNow’s automation tools to deliver personalized service at scale. The Zoom Virtual Agent handles common customer questions with smart, contextual responses, boosting first-contact resolution rates.
Agents also get real-time help from AI Expert Assist, which analyzes sentiment, generates call notes, and even wraps up cases automatically. That means less time on admin and more time solving real problems that need a human touch.
Easy Collaboration Across Teams
Support rarely happens in a vacuum. When agents need help from IT, product, or operations, they can now reach out instantly, without leaving their workspace. Zoom’s collaboration tools are fully baked into the ServiceNow platform, making it easy to loop in the right people at the right time.
All communication stays transparent and traceable, so everyone stays in sync and nothing falls through the cracks.
Why This Matters
Customers expect great service, and they’re willing to pay for it. A Forbes report found that 58% of people will pay more for better support. Zoom and ServiceNow are helping companies meet that demand by bringing together communication, automation, and data in one connected platform. This isn’t just about speed. It’s about creating real customer loyalty by delivering better service, every time.
Coming Soon
The unified Zoom CX and ServiceNow solution will be available later in 2025 via the ServiceNow Store.
