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Zoom and ServiceNow Announce Strategic Integration to Elevate Customer and Employee Experiences

LAS VEGAS, May 07, 2025 (GLOBE NEWSWIRE) — Zoom Communications Inc. (NASDAQ: ZM) and ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced plans to integrate Zoom CX with ServiceNow CRM and IT Service Management (ITSM). The integration, announced as part of Knowledge 2025, ServiceNow’s annual customer and partner event, will deliver a turnkey, AI–first solution for customer service and IT support in the contact center.

“This integration unites the power of Zoom’s AI–first omnichannel contact center platform with ServiceNow’s CRM and Industry workflows, bringing voice, video, and digital interactions directly into the flow of work for service teams, making the experience more seamless and robust,” said Kentis Gopalla, head of product for Zoom CX. “This partnership underscores our commitment to providing solutions that drive business success and simplify customer and employee interactions.”

“Customer experiences should be easy, personalized, and fast — not stalled by disconnected systems or unhelpful bots,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow. “With ServiceNow CRM and Zoom CX coming together in one unified experience, we’re eliminating the need to swivel between tools and giving CX teams the context, data, and AI they need to resolve issues faster and create deeper customer connections.”

Key Benefits of the Zoom + ServiceNow Integration

  • A Unified Workspace That Puts Agents in Control
    With Zoom CX embedded inside the ServiceNow Agent Workspace, agents manage every interaction, whether voice, video, or chat, without leaving the platform. Instead of toggling between systems, they can stay focused on the customer, supported by real–time access to CRM data, interaction history, entitlements, and open cases.

    Combined with ServiceNow’s Industry workflows, agents can take action in context, triggering the right processes, resolving issues faster, and delivering a more tailored experience, whether it’s helping a patient reschedule an appointment, a banking client check on a loan application, or a retailer process a return.

  • Personalized, AI–First Experiences That Scale
    Combining Zoom’s AI capabilities with ServiceNow’s automation and CRM intelligence enables organizations to scale support without sacrificing personalization. Zoom Virtual Agent can handle customer issues with context–aware responses. Agents benefit from AI Expert Assist to provide real–time sentiment analysis, smart note–taking, and automatic call dispositioning, keeping them focused on high–value interactions instead of repetitive tasks.

    Additionally, Zoom’s AI–first quality management can automatically score every interaction and generate coaching opportunities to drive continuous optimization.

  • Accelerate Resolution Through Seamless Collaboration
    Support doesn’t always end with the first agent. Sometimes it takes a team, from billing to field service to engineering. With Zoom’s collaboration tools accessible within ServiceNow, agents can bring in the right expert without switching tools or losing context, helping them resolve issues faster and with the right team.

Availability

Unified Engagement from Zoom CX and ServiceNow will be available later this year through the ServiceNow Store.

About Zoom

Zoom’s mission is to provide an AI–first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom’s open collaboration platform with AI Companion empowers teams to be more productive. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at zoom.com.

About ServiceNow 
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.   

© 2025 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Zoom Public Relations
Karen Modlin
[email protected]


GLOBENEWSWIRE (Distribution ID 9445948)

IT News Africa and Infobip Host Webinar to Revolutionize Digital Debt Recovery for BFSI

JOHANNESBURG, May 05, 2025 (GLOBE NEWSWIRE) — As Africa’s BFSI sector navigates a rapidly growing lending market, digital debt recovery has become critical for success. Artificial Intelligence (AI) is reshaping this landscape, enabling financial institutions to streamline collections, cut costs, and enhance customer experiences through automated chatbots, predictive analytics, and multi–channel engagement. To equip industry leaders with transformative solutions, IT News Africa and Infobip are excited to announce their exclusive webinar, Transforming Loan Recovery: A Digital Approach for BFSI, set for 21 May 2025, 10am–12pm.

This virtual event will highlight Infobip’s cutting–edge Digital Debt Recovery Solution, designed to optimize collections while ensuring compliance and customer trust. Attendees will explore how AI–driven automation, real–time analytics, and alternative credit scoring—using mobile money transactions and behavioral data—can redefine debt recovery strategies. With Africa’s financial sector at a turning point, this webinar offers actionable insights to stay competitive and compliant in a dynamic regulatory environment.

Event Highlights

  • Discover how AI and automation drive cost–efficient, scalable debt recovery solutions.
  • Learn customer–centric collection strategies that boost recovery rates while upholding ethical standards.
  • Understand the latest regulatory frameworks to ensure compliance in digital debt collection.
  • Explore alternative credit scoring leveraging digital footprints and behavioral analytics.
  • Connect with BFSI leaders and fintech experts shaping Africa’s financial future.

Distinguished Speakers
The webinar features a stellar lineup of industry pioneers:

  • Lemmy Kimani, Product Manager at Mpesa Africa, sharing expertise on mobile financial solutions.
  • Ayanda Xaba, Investment Analyst at DBSA, offering insights on risk and investment strategies.
  • Oluwole Coker, Head Mobile & Digital Banking at FCMB, discussing digital banking innovations.
  • Ela Naranda, Product Marketing Manager – SaaS at Infobip, highlighting the power of Infobip’s platform.

Who Should Attend?
This webinar is designed for CIOs, CTOs, IT Managers, Banking and Financial Services Executives, Regulators, Debt Recovery Specialists, and Compliance Professionals across industries like financial services, telecom, retail, healthcare, and more. Attendees will gain practical strategies to enhance efficiency, security, and compliance in debt recovery.

Why This Matters
With rising loan volumes and increasing regulatory scrutiny, Africa’s BFSI sector must embrace technology–driven approaches to remain agile. This webinar, hosted by IT News Africa and Infobip, provides a unique platform to learn from real–world success stories, engage with industry leaders, and discover how Infobip’s solutions are revolutionizing debt recovery. Participants will leave equipped to improve recovery rates, strengthen customer relationships, and navigate complex regulations.

Register Now
Don’t miss this opportunity to shape the future of debt recovery in Africa’s lending market. Join us on 21 May 2025, 10am–12pm, for Transforming Loan Recovery: A Digital Approach for BFSI. Secure your spot today at https://itnewsafrica.com/event/event/transforming–loan–recovery/#register.

About IT News Africa
IT News Africa is a leading provider of technology news and events, connecting industry professionals across Africa through insightful content and high–impact conferences.

About Infobip
Infobip is a global leader in omnichannel engagement powering a broad range of messaging channels, tools and solutions for advanced customer engagement, authentication and security. We help our clients and partners overcome the complexity of consumer communications, grow their business and enhance the customer experience – all in a fast, secure and reliable way.

Quality engineering is the backbone of everything we do. Building great customer solutions on the edge of innovation means we hire, grow, and retain the best engineering talent worldwide. Over the last 15 years, we’ve grown into an Engineering Powerhouse with 70+ offices in 6 continents and over 3,700 experts, aiming to change how the world communicates.

We see ourselves as humble engineers led by our philosophy of learning by doing and fueled by our passion for technology. This is why all our solutions are entirely in–house developed, and we are proud of all the talents we have in our company!

Media Contact
Martha Mabena
IT News Africa
Email: [email protected]
Phone: +27 12 012 5801


GLOBENEWSWIRE (Distribution ID 1001094397)