Are zoom and ServiceNow set to dominate? -University of California today

Zoom Video Communications Inc. recently partnered with ServiceNow, a developer of cloud-based digital workflows, platforms and solutions. Video conferencing developers are ready to use ServiceNow’s platform to expand their customer service work and enable the new model “hardware as a service” recently launched by Zoom. I was told that Zoom will expand its ServiceNow CSM implementation to provide HaaS customer support. According to the agreement, ServiceNow will “standardize” on Zoom Phone, thus ending its use of traditional phone technology.

This transaction will help Zoom manage this newly discovered influx of users and expand many new options, such as active case management and personalized self-service options. A Zoom spokesperson told UC Today: “With the ongoing pandemic and shelters in place, the use of Zoom has soared to 300 million daily conference participants in April 2020.”

Since becoming a Zoom customer for the first time, the relationship between Zoom and ServiceNow can be traced back to 2018. Today, ServiceNow has more than 11,000 Zoom Enterprise deployments that can host video conferences between desktops, mobile devices and meeting rooms.according to Ryan Azus, Chief Revenue Officer of Zoom:

“Since March, we have been scaling up to meet the amazing business and consumer needs of our solutions. ServiceNow has enabled us to provide an excellent customer experience during this growth period.”

Zoom can use a large number of new methods and has already used the capabilities of ServiceNow’s CSM Workflow product to resolve customer queries, proactively and correct errors before customers find them. The participation process may also become simpler. “As a ServiceNow Now Platform customer, Zoom has deployed its IT and employee workflows, and is deploying other ServiceNow Workflow products, including ITOM Health, Field Service Management and ITBM,” Zoom wrote in a statement.

Zoom also takes advantage of ServiceNow’s ready-to-use features (including virtual agents) and access to an “integration center” that allows users to integrate with local systems. ServiceNow and Zoom offer several new integrations, including one that allows employees to use robots to reduce common problems. There is another cool new feature called “Zoom Conference Anomaly Detection”, which allows Zoom to identify delay, jitter, and average packet loss. ServiceNow now automatically creates “events” for users to keep them in sync.

With the help of ServiceNow’s AI Ops, Zoom can actively send users the action of meeting scoring through the thumb or the downward icon. If the user clicks the thumb-down button, the user’s IT department will be notified, and the ServiceNow virtual agent will reach out to resolve any technical issues.

As long as they continue to innovate, they are likely to continue long-term and fruitful relationships. And the current situation has no indication, so we can expect more originality of Zoom and ServiceNow. Indeed, Zoom has developed to a new level of business and is ready to take it more seriously. Should companies like Microsoft worry? What about Facebook’s Workplace? What I want to say is that any company that saw itself as a Zoom competitor before the novel coronavirus should worry about its long-term survival.