Zoom and ServiceNow Announce Integration for Enhanced Customer Service

Martechvibe

12-05-2025

Zoom and ServiceNow have partnered to create streamlined customer service by providing agents with a unified workspace.
Zoom Communications Inc. and ServiceNow 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 centres. It also aims to combine Zoom's AI-first omnichannel contact centre 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 CX 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.
ALSO READ: Zoom Introduces Category-Redefining Contact Centre Solution
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 personalised, AI-driven experiences that can be scaled up. Zoom's AI capabilities will be combined with ServiceNow's automation and CRM intelligence, enabling organisations to scale support without sacrificing personalisation. Zoom's AI-first quality management will automatically score every interaction and generate coaching opportunities to drive continuous optimisation.
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.
ALSO READ: Qualtrics, ServiceNow Strengthen Employee and Customer Service
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Liferay DXP helps marketers deliver personalised and connected digital experiences across a broad range of channels, including customer portals, websites, intranets, mobile apps, and connected devices. It offers intuitive CMS, user analytics, and site management tools that businesses need to launch, test and optimise digital experiences for faster go-to-market.
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Powered by IBM Consulting, IBM iX offers a composable DXP, providing a comprehensive solution to make enterprises' systems future-ready. Utilising its data-driven insights and intelligent workflows, marketers can design and deliver human-centred experiences across the customer lifecycle.
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HCL Digital Experience (DX), forms part of a wider HCL Customer Experience (CX) product portfolio, offering core capabilities such as content management, DAM, CDP called Signals, and low-code application development. It provides services in government, life sciences, insurance, financial services, and other verticals.
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Contentstack is a headless CMS and Composable Digital Experience Platform (DXP) solution provider that helps marketers gain a competitive edge. It recently launched into Google Cloud Marketplace, and is also available on Microsoft Azure and AWS. It seamlessly enables mid-market brands to adopt its omnichannel campaign engine to drive higher conversions and sales.
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Bloomreach Commerce Experience Cloud provides businesses an edge with its modular capabilities: Content Management System (CMS), Discovery features for search and merchandising optimisation, and Engagement tools such as Customer Data Platforms (CDP) for personalisation and analytics.
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Adobe Experience Cloud offers a comprehensive set of services specifically designed to address the day-to-day requirements for personalised customer experience at scale. Its platform helps manage different digital content and assets to improve customer satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
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Acquia offers DXP solutions, comprising of two main elements: Acquia Drupal Cloud and Acquia Marketing Cloud. It can be accessed in both platform-as-a-service (PaaS) and software-as-a-service (SaaS) with additional components such as Site Factory for multisite management, digital asset management (DAM), CDP, personalisation, and Campaign Studio.
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