Video communications giant Zoom and digital workflow platform ServiceNow are expanding their partnership by adding new integrations designed to optimize the employee and service experience.
According to the companies, the offerings are designed to create new communications, collaboration and service delivery solutions designed to improve employee and customer experiences by creating out-of-the-box automations and embedded user interfaces.
The offerings, announced during Zoomtopia 2022, include Zoom Contact Center for ServiceNow, a new plug-and-play integration for ServiceNow. This is included in the Zoom Contact Center subscription and enables agents to manage their contact center interactions from within the ServiceNow app, and eliminates the need to switch back and forth between the two apps.
The companies say this also allows agents to manage inbound and outbound calls, view screen pops of caller information, click-to-dial, take notes and use advanced call handling capabilities such as transfer and hold. The integration also automatically captures and stores all call information in addition to notes and disposition inside ServiceNow without having to enter it manually.
Also as part of the expanded partnership is ServiceNow Employee Center for Zoom, another integration that will bring the ServiceNow employee experience into Zoom for HR, payroll and IT services, giving managers a unified portal designed to improve productivity.
The new centralized experience is designed to keep employees informed, provide them with internal support and automate their experience to help reduce employee turnover and keep them productive.
Similarly, the companies are announcing the ServiceNow Collaboration Services Zoom App to bring ticket collaboration capabilities directly into Zoom Chat, which allows users receiving support to never have to leave the Zoom desktop client and Meetings.
This allows agents to interact with users through the Zoom app in Team Chat, pull in subject matter experts as needed, launch a Zoom meeting and close out the ticket once it’s resolved. All interactions will be logged and recorded for that specific ticket in ServiceNow, the companies say.
Zoom and ServiceNow are also building onto integrations previously announced, including a joint solution to enhance employee and IT productivity with the ServiceNow Virtual Agent for Zoom Team Chat bot. This is designed to address IT issues quickly with self-service bot interactions to create tickets, check their status and take action without leaving Team Chat.
Zoom says it has also integrated Zoom Phone for ServiceNow to automate the agent experience and allow agents to call right from ServiceNow.
Read Zoom’s blog to learn more about these integrations.
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