Nice and Servicenow Announce Strategic Partnership to Deliver Ai-Powered Customer Service Fulfillment Across the Enterprise

Published: 2025-05-07 11:00:00 ET ZM

Published on 05/07/2025 at 11:00, updated on 05/07/2025 at 12:35

Zoom Communications Inc. and ServiceNow announced plans to integrate Zoom CX with ServiceNow CRM and IT Service Management (ITSM). The integration, announced as part of Knowledge 2025, ServiceNow?s annual customer and partner event, will deliver a turnkey, AI-first solution for customer service and IT support in the contact center. Key Benefits of the Zoom + ServiceNow Integration.

A Unified Workspace That Puts Agents in Control With Zoom CX embedded inside the ServiceNow Agent Workspace, agents manage every interaction, whether voice, video, or chat, without leaving the platform. Instead of toggling between systems, they 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, agents can take action in context, triggering the right processes, resolving issues faster, and delivering a more tailored experience, whether it?s helping a patient reschedule an appointment, a banking client check on a loan application, or a retailer process a return.

Personalized, AI-First Experiences That Scale Combining Zoom?s AI capabilities with ServiceNow?s automation and CRM intelligence enables organizations to scale support without sacrificing personalization. Zoom Virtual Agent can handle customer issues with context-aware responses. Agents benefit from AI Expert Assist to provide real-time sentiment analysis, smart note-taking, and automatic call dispositioning, keeping them focused on high-value interactions instead of repetitive tasks.

Additionally, Zoom?s AI-first quality management can automatically score every interaction and generate coaching opportunities to drive continuous optimization. Accelerate Resolution Through Seamless Collaboration Support doesn?t always end with the first agent. Sometimes it takes a team, from billing to field service to engineering.

With Zoom?s collaboration tools accessible within ServiceNow, agents can bring in the right expert without switching tools or losing context, helping them resolve issues faster and with the right team.