ServiceNow and Zoom expand partnership to deliver great experiences

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.

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.

Today at Zoomtopia, Zoom’s annual customer event, I was thrilled to join Zoom Founder and CEO Eric Yuan on stage to announce our expanded partnership. The announcement highlighted new integrations, available immediately, that will help our joint customers elevate productivity and improve collaboration across their organisations.

Meeting employees where they are

The pandemic permanently altered how businesses view work and the employee experience. With dispersed teams and changing workplaces, digital services need to be accessible, consistent, and available at employees’ fingertips—regardless of where they’re working.

We’re introducing ServiceNow® Employee Center for Zoom so that employees can access the benefits of Employee Center directly within Zoom. This is a game changer, freeing employees from spending time and cycles toggling between apps to get work done.

This solution builds on the ServiceNow Virtual Agent integration with Zoom Team Chat we announced earlier this year to deliver self-service to employees when and where they need it. Without ever leaving Zoom, employees can:

• Get help across departments

• Make desk reservations

• Find company news and resources

• Access personalised tools and information
  

Simplifying the service agent experience

With 58% of customers saying they’ll pay for better customer service, according to Forbes, building cohesive, connected experiences isn’t a choice for companies; it’s an imperative. We’re taking our integrations with Zoom one step further to simplify the experience as agents provide service and support.

Zoom Contact Center for ServiceNow gives service agents a single place to get work done. It 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.

Incoming calls from Zoom Contact Center are automatically matched with customer records in ServiceNow. Providing critical customer information, such as the products owned and preferred language, allows agents to route customers to the most qualified agent to provide more personalised service. Call details are automatically logged, reducing manual data entry and driving agent productivity.

We’re also enabling Ticket Collaboration with Zoom Team Chat so that service agents can resolve issues fast with live collaboration in Zoom. Agents can convene and collaborate across multiple teams on open tickets, helping to ensure they have the right information and resources to quickly solve requests.

Empowering your greatest assets

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

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 innovations are available today in the ServiceNow Store.

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