Zoom Communications Inc. (ZM) announced a strategic integration with ServiceNow (NOW).
The announcement came during the Knowledge 2025 conference in Las Vegas, signaling a significant expansion of its AI-driven capabilities in the enterprise contact center space. The partnership links Zoom’s omnichannel customer experience (CX) platform with ServiceNow’s customer relationship management (CRM) and IT Service Management (ITSM) tools, enabling service agents to access voice, video, and digital communication tools within a single, unified workspace.
Agents will no longer need to toggle between applications to support customer inquiries. By embedding Zoom CX into the ServiceNow Agent Workspace, service representatives will be able to manage all interactions — from chat to video — with real-time access to CRM data, interaction histories, entitlements, and open cases. The goal is a smoother, more efficient support workflow that cuts resolution times and boosts customer satisfaction across industries.
“This integration unites the power of Zoom’s AI-first omnichannel contact center platform with ServiceNow’s CRM and Industry workflows,” said Kentis Gopalla, head of product for Zoom CX. “It makes the experience more seamless and robust.”
AI-Driven Support at Scale
Zoom’s latest move builds on its recent investment in advanced artificial intelligence tools, including its AI Companion, which now includes agentic capabilities such as memory, task orchestration, and custom avatar generation. The new integration further leverages AI to improve service outcomes — Zoom Virtual Agent will deliver context-aware responses, while AI Expert Assist supports human agents with real-time sentiment analysis and smart note-taking.
Advanced Quality Management tools will automate interaction scoring and coaching suggestions, helping teams refine performance without extensive manual oversight. The focus is clear: scale support operations without sacrificing personalization or quality.
"Customer experiences should be easy, personalized, and fast," said Michael Ramsey, GVP of Product Management at ServiceNow. “With this integration, we’re eliminating the need to swivel between tools and giving CX teams the context, data, and AI they need to resolve issues faster.”
Zoom’s latest move builds on its recent investment in advanced artificial intelligence tools, including its AI Companion, which now includes agentic capabilities such as memory, task orchestration, and custom avatar generation. The new integration further leverages AI to improve service outcomes — Zoom Virtual Agent will deliver context-aware responses, while AI Expert Assist supports human agents with real-time sentiment analysis and smart note-taking.
Advanced Quality Management tools will automate interaction scoring and coaching suggestions, helping teams refine performance without extensive manual oversight. The focus is clear: scale support operations without sacrificing personalization or quality.
"Customer experiences should be easy, personalized, and fast," said Michael Ramsey, GVP of Product Management at ServiceNow. “With this integration, we’re eliminating the need to swivel between tools and giving CX teams the context, data, and AI they need to resolve issues faster.”
Collaboration, Resolution, and Market Reaction
Zoom also emphasized improved cross-functional collaboration, allowing agents to bring in colleagues from other departments — such as billing or engineering — directly within ServiceNow. This collaborative approach is designed to speed up complex resolutions without losing interaction context.
Shares of Zoom rose 2.47% following the announcement, closing at $77.67. The uptick contrasts with a slight dip in ServiceNow shares, which fell 0.13%. The market reaction reflects growing investor confidence in Zoom’s shift from a pure video conferencing tool to a broader AI-first enterprise platform.
The integrated solution will be available later this year via the ServiceNow Store, positioning both companies to compete more aggressively in the enterprise customer service and IT support space.
As Zoom deepens its commitment to AI and enterprise solutions, the company appears to be redefining its post-pandemic identity — not just as a video platform, but as a critical enabler of next-generation customer and employee engagement.
Zoom also emphasized improved cross-functional collaboration, allowing agents to bring in colleagues from other departments — such as billing or engineering — directly within ServiceNow. This collaborative approach is designed to speed up complex resolutions without losing interaction context.
Shares of Zoom rose 2.47% following the announcement, closing at $77.67. The uptick contrasts with a slight dip in ServiceNow shares, which fell 0.13%. The market reaction reflects growing investor confidence in Zoom’s shift from a pure video conferencing tool to a broader AI-first enterprise platform.
The integrated solution will be available later this year via the ServiceNow Store, positioning both companies to compete more aggressively in the enterprise customer service and IT support space.
As Zoom deepens its commitment to AI and enterprise solutions, the company appears to be redefining its post-pandemic identity — not just as a video platform, but as a critical enabler of next-generation customer and employee engagement.
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