ServiceNow and Zoom expand ongoing partnership

ServiceNow and Zoom have expanded their partnership with new integrations that look to help customers elevate productivity and improve collaboration across their organisations.

CJ Desai, Chief Product Officer, ServiceNow, revealed in a blog post that both companies' goals are aligned, and the partnership will offer better connectivity and collaboration solutions.

"In today's complex, hybrid world of work, collaboration and productivity can quickly give way to chaos and silos if organisations don't prioritise digital business transformation," he says.

"At ServiceNow, our solutions help companies make the most of their digital business efforts by connecting teams, processes, and silos. Zoom has a similar goal: to help people connect, collaborate, and work together. Our shared commitment to our customers means we're constantly innovating together to create great experiences that help make the world work better."

One of the first announcements as part of the partnership was the release of ServiceNow Employee Center for Zoom. The company says employees will be able to access the benefits of Employee Center directly within Zoom, freeing them from spending time and cycles toggling between apps to get work done.

The solution also builds on the earlier announced ServiceNow Virtual Agent integration with Zoom Team Chat, which helps deliver self-service to employees when and where they need it without ever leaving Zoom.

Zoom Contact Center for ServiceNow will also give service agents a single place to get work done. This development brings Zoom Contact Center interactions—such as inbound and outbound calling, click-to-dial capabilities, call logging, and call notes—directly into ServiceNow so agents can effectively manage customer communications and resolve issues fast.

On top of this, the company will be enabling Ticket Collaboration with Zoom Team Chat so that service agents can resolve issues fast with live collaboration in Zoom.

"As work continues to evolve, the ability to collaborate and communicate quickly and effectively will be a critical differentiator," says Desai

"I'm incredibly proud that, together with Zoom, we'll help organisations simplify workflows, boost employee productivity, and create great customer experiences to make work better for everyone."

The announcements were made public at Zoomtopia, Zoom's annual customer event, where Desai joined Zoom Founder and CEO Eric Yuan on stage to announce the expanded partnership and new developments.

The company says that the innovations are available today in the ServiceNow Store. 

Last year, the company announced its Now Platform Rome release and has since been committed to producing new hybrid work solutions for customers.