Zoom Communications and ServiceNow have announced a strategic integration of Zoom CX with ServiceNow’s CRM and IT Service Management (ITSM) systems, creating a unified, AI-first solution for customer service and IT support. Revealed at Knowledge 2025, the partnership embeds Zoom CX’s voice, video, and chat capabilities directly within the ServiceNow Agent Workspace, allowing service agents to manage all interactions without leaving the platform. “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. “Customer experiences should be easy, personalized, and fast — not stalled by disconnected systems or unhelpful bots,” added Michael Ramsey, GVP at ServiceNow.
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The solution enhances agent productivity through real-time access to interaction data and automated workflows, while AI features such as Zoom Virtual Agent and AI Expert Assist support context-aware self-service, sentiment analysis, and smart note-taking. Zoom’s AI-first quality management also enables automatic call scoring and coaching insights. The integration streamlines team collaboration across departments and will be available later this year via the ServiceNow Store, aiming to significantly boost service efficiency and personalization across industries.
