Zoom and ServiceNow work together to achieve great work and the best experience anytime, anywhere

Frankfurt-Zoom Video Communications, Inc. (Nasdaq: ZM) and ServiceNow (New York Stock Exchange: NOW) have announced that they are committed to developing each other’s technology solutions to improve work anywhere.

Given the continuing pandemic and secure room reservations, the usage of Zoom soared to 300 million passengers per day in April 2020. Zoom uses ServiceNow’s Customer Service Management (CSM) to expand its customer service and provide key communication skills for its global community. ServiceNow CSM also provides proactive case management and personalized self-service options to handle the surge in customer inquiries. In addition, Zoom will use the Now platform (including new AIOps capabilities) to implement its new hardware as a service (HaaS) business model. Zoom will also extend ServiceNow’s implementation of CSM to provide HaaS customer support.

ServiceNow has been a Zoom customer since 2018
ServiceNow has been a Zoom customer since 2018 and uses Zoom Enterprise to hold video conferences on desktops, mobile devices and meeting rooms for its more than 11,000 employees worldwide. Since the global pandemic, ServiceNow employees working from home have relied heavily on Zoom to stay productive. ServiceNow plans to replace its previous hardware phone system with Zoom Phone in order to provide its employees with a networked and seamless unified communications experience.

“Since March, we have been scaling up to meet the growing demand for our solutions from companies and consumers,” said the following person Ryan Azus, Chief Revenue Officer von Zoom“ServiceNow enables us to provide an excellent customer experience at this stage of growth. By using ServiceNow customer service management, we expect that productivity will increase significantly and the number of cases will decrease.”

“Zoom enables employees across industries and countries to stay in touch, and it is also a core part of our own technology ecosystem,” explained Chris Bedi, Chief Information Officer, ServiceNow“Zoom’s features and user-friendly interface allow our employees to stay productive and have seamless digital conversations with our customers. With the launch of Zoom Phone, we will be able to better cooperate with Zoom in the future-only With the push of a button, you can achieve communication and collaboration functions, as well as connecting to Zoom’s meeting room, providing our team with the best work experience-anytime, anywhere, anytime. ”

Zoom chose ServiceNow’s CSM Workflow product to bring its front, middle, and back-office teams together to resolve and resolve problems before customers notice them, and promote their commitment to quick response to customer inquiries. As a ServiceNow customer and Now Platform user, Zoom has transformed its IT and employee workflows, and is implementing other ServiceNow workflow products, including ITOM Health, Field Service Management, and ITBM. Zoom also utilizes out-of-the-box features, including ServiceNow’s virtual agent to facilitate customer conversations, ServiceNow integration center integration with existing legacy systems, and ServiceNow service catalog to provide self-service solutions.

A variety of common technology integration
ServiceNow and Zoom provide multiple technology integrations that enable their mutual customers to customize Zoom and ServiceNow for their employees. For example, ServiceNow can be configured so that employees can use integrated robots; with ServiceNow virtual agents, dozens of the most common problems can be solved quickly and easily. With Zoom meeting anomaly detection, Zoom can identify delays, fluctuations, and average packet loss rates. ServiceNow will automatically create events on behalf of the user. With ServiceNow’s AIOps, Zoom can be activated in such a way that users take the initiative to have the opportunity to rate their meetings through the thumbs-up or disapproval symbols. When the user clicks the thumb-down icon at the end of the Zoom meeting, the user’s IT department will be notified of the problem, and the ServiceNow virtual agent will contact the agent to resolve and correct the problem to be resolved. (ServiceNow / mc / ps)

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