Zoom and ServiceNow have introduced a unified CCaaS-CRM solution.
The tech giants debuted the "Unified Engagement from Zoom CX and ServiceNow" offering at Knowledge 2025.
The offering embeds several of Zoom’s contact center tools directly into ServiceNow Customer Service Management (CSM), the popular customer support CRM.
ServiceNow has launched similar solutions with Five9 and Genesys. These vendors inserted voice and digital channels, call control features, and routing tools into the CRM.
However, the Zoom announcement goes further, injecting several more solutions.
Confirming this, Kentis Gopalla, Head of Product at Zoom CX, told CX Today:
The Zoom integration brings an omnichannel, AI-first experience — incorporating our voice, video, and digital channels together with Zoom Virtual Agent and AI Expert Assist — helping streamline the agent experience and enabling faster customer resolutions.
Additionally, Zoom will provide a unified view of its Quality Management (QM) and Workforce Management (WFM) solutions within ServiceNow CSM.
Many tools from the Zoom Contact Center will also become available within ServiceNow IT Service Management (ITSM) when the joint offering goes live.
The vendors have penciled the release for "later this year". From then on, the unified solution will be available through the ServiceNow store.
What Are the Benefits of the Integration?
When a CCaaS provider inserts its technology into a CRM, it can have several advantages.
For instance, it centralizes customer service data on a single platform, reduces management burden, and streamlines the agent experience, so they do less alt-tabbing.
In the age of AI, that first benefit is especially significant, and it may prove attractive to some of Zoom’s existing contact center customers.
After all, they can take their existing channel configurations, virtual agent implementations, and agent-assist use cases and drop them into ServiceNow.
In doing so, they pool data and, via the new ServiceNow CRM, spread that across the business.
Adding QM is also fascinating, as agents and supervisors may access performance insights without switching platforms.
Yet, QM systems also comprise intent, sentiment, and behavioral insights that could add valuable customer context to the CRM.