Zoom and ServiceNow Partner to Streamline Customer and IT Service Operations

Zoom and ServiceNow have announced a planned integration between Zoom contact centre and ServiceNow’s CRM and IT Service Management (ITSM) tools.

The collaboration, unveiled at Knowledge 2025 – ServiceNow’s annual event, aims to streamline how organizations manage customer service and IT support operations.

The integration will embed Zoom CX directly into the ServiceNow Agent Workspace, enabling agents to handle voice, video, and chat interactions without leaving the platform.

Kentis Gopalla, head of product for Zoom CX, said, “This integration unites the power of Zoom’s AI-first omnichannel contact centre 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.

This partnership underscores our commitment to providing solutions that drive business success and simplify customer and employee interactions.”

This unified interface are said to offer real-time access to customer data, case histories, and workflow tools, helping reduce system switching across industries.

By combining Zoom’s conversational AI and analytics with ServiceNow’s automation and CRM capabilities, the solution is designed to help teams scale support services while maintaining personalized engagement.

Features such as context-aware virtual agents, automated call summaries, and sentiment analysis will assist human agents in focusing on more complex tasks.

The partnership also brings integrated collaboration tools, allowing support teams to connect with experts across departments-such as billing or engineering-within the same interface. This approach is intended to accelerate issue resolution by keeping communication and context in one place.

Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow, said, “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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