Zoom and ServiceNow have 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 system for customer service and IT support in the contact centre.
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.
Combining Zoom’s AI capabilities with ServiceNow’s automation and CRM intelligence enables organisations to scale support without sacrificing personalisation. 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.