ServiceNow announces cooperation with Zoom to provide a better employee work experience

ServiceNow and Zoom Video Communications, Inc. announced a partnership to combine the two companies’ technology solutions to provide employees with a better work experience no matter where they are.

Under the ongoing Corona 19 situation, in April this year, the number of users participating in meetings with Zoom soared to 300 million per day. Zoom deployed ServiceNow’s Customer Service Management (CSM) to expand customer service operations and enable key communication functions for the global community. ServiceNow’s CSM also provides proactive customer query management and personalized self-service options to manage incoming customer requests.

In addition, Zoom plans to build a hardware-as-a-service (HaaS) model based on the Now Platform with new AIops capabilities. In addition, it will provide customer support in a HaaS model by extending ServiceNow’s use of CSM.

Since 2018, more than 11,000 ServiceNow employees worldwide have been using Zoom Enterprise for video conferencing in desktop, mobile and meeting rooms. I have been using zoom. ServiceNow plans to replace the existing hardware-based phone system with Zoom Phone to enhance employee connectivity and provide a seamless unified communications environment.

Zoom has launched ServiceNow’s CSM workflow products to integrate front, mid-range and back office operations. This simplifies the business process in order to resolve issues and expedite customer requests before they become aware of them. Zoom is currently using ServiceNow’s Now platform. It has completed the construction of IT and employee workflows and is introducing ServiceNow workflow solutions, such as ITOM Health, Field Service Management and ITBM.

In addition, Zoom provides a variety of unique ServiceNow features, such as ServiceNow’s virtual agent (which helps to have a smooth conversation with customers), Integration Hub integrated with existing systems, and Service Catalog for self-service. is using.

Both companies have integrated multiple technologies, so customers can customize the zoom function they want to provide to internal employees and the experience on the ServiceNow platform. For example, on the ServiceNow platform, you can configure other bots to help employees find various information and solve problems. With Virtual Agent, you can solve dozens of most common problems quickly and easily.

Using the Zoom Meeting anomaly detection function, you can check delay time, jitter, and average packet loss, and ServiceNow can use it to automatically create events on your behalf. In addition, through ServiceNow’s AIOps, Zoom allows users to select the “like” or “dislike” icon after the meeting, and if the user clicks “dislike”, the user’s IT department is notified. At the same time, ServiceNow’s virtual agents allow employees to identify and solve problems.

Copyright ⓒAcrofan all rights reserved