4 min read
Updated on July 12, 2023
Published on November 08, 2022
ServiceNow and Zoom are joining forces to create powerful communications, collaboration, and service delivery solutions to further improve employee and customer experiences. As part of the expanded partnership announced today at Zoomtopia, our joint customers can now leverage new apps and integrations—in addition to existing Zoom Phone and Team Chat integrations and the Notify Zoom Connector—to optimize the employee experience and improve customer service delivery.
Together, we’ll continue to prioritize seamless interaction across the two platforms with out-of-the-box automations and embedded user interfaces. Here’s more on what that looks like for our customers.
Zoom Contact Center is an omnichannel contact center-as-a-service that helps businesses deliver prompt, efficient, and highly personalized customer experiences over a robust set of channels including voice, web chat, SMS, and video.
To help streamline workflows and improve agent productivity, today we are introducing a plug-and-play integration for ServiceNow that enables agents to efficiently manage all their contact center interactions from within the ServiceNow application, eliminating the need to switch back and forth between the two.
With this integration, agents can manage inbound and outbound calls, view screen pops of caller information, click-to-dial, take notes, and use advanced call handling capabilities such as call transfer and hold. The integration also automatically captures and stores all call-related information in addition to notes and disposition inside ServiceNow without the need for manual entry.
The Zoom Contact Center for ServiceNow integration eliminates the need for costly and complex integrations with an easy-to-deploy solution that is included with your Zoom Contact Center subscription at no extra charge.
A strong employee experience is critical to business success, and both Zoom and ServiceNow support this internal need via regular communications and employee services. Available now in the ServiceNow Store and coming next year to the Zoom App Marketplace, ServiceNow Employee Center will bring the ServiceNow employee experience into Zoom for HR, payroll, workspace and IT services, and offer managers a hub for career conversations, making it easier to improve productivity with a unified portal.
This centralized experience will help keep employees informed, provide them with internal support, and automate their experience, with the goal of reducing employee turnover and creating a more productive environment for employees.
Available now, the ServiceNow Collaboration Services Zoom App will bring ticket collaboration capabilities directly into Zoom Team Chat, so users receiving support never have to leave Zoom. This new Zoom App works across the Zoom desktop client and Meetings experience.
Agents will be able to interact with users needing support through the Zoom App in Team Chat, pull in subject-matter experts as needed, launch a Zoom Meeting, and close out the ticket once it’s resolved. All interactions will be automatically logged and recorded for that specific ticket in ServiceNow, keeping tickets up to date and everyone informed.
With the ability to collaborate across multiple teams and modalities on open tickets, users can get support without ever leaving Zoom, and agents can access the critical information and resources they need to deliver faster resolutions. To get started, download the ServiceNow Collaboration Services Zoom App from the ServiceNow Store.
The ServiceNow-Zoom expanded partnership builds on the integrations previously announced with Zoom Phone and Zoom Team Chat, which provide next-generation tools to more efficiently support customers and employees.
In September, we announced a joint solution to enhance employee & IT productivity with the ServiceNow Virtual Agent for Zoom Team Chat bot. This integration helps address IT issues quickly with self-service bot interactions to create tickets, check the status of a ticket, and take action without leaving Team Chat.
Zoom has also integrated Zoom Phone for ServiceNow to automate the agent experience, with the ability to call right from ServiceNow and automatically log call activities to the customer record.
Additionally, the ServiceNow Notify Zoom Connector gives users the ability to initiate a Zoom meeting directly from any task record, such as an incident or a change, and enables rapid and robust collaboration to help resolve incidents as swiftly as possible.
Communication, collaboration, and CSMs are at the heart of employee and customer experiences. We believe that easier interaction between Zoom and ServiceNow ultimately creates more meaningful connections with employees and customers. To keep up with the latest Zoom platform updates, tune into Zoomtopia, subscribe to the Zoom Blog, and follow our Release Notes.
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