They said that Zoom Video Communications and ServiceNow have announced a collaboration aimed at making the ubiquitous work experience better.
Zoom implemented ServiceNow Customer Service Management (CSM) to expand its customer service operations and provide key communication capabilities for its global community. CSM also provides proactive case management and custom self-service options to help manage a large number of customer requests. In addition, Zoom will deploy the Now platform that includes AIOps capabilities to implement its new hardware as a service (HaaS) business model. The developer explained that, in addition, the collaboration application will extend its CSM implementation to support HaaS customers.
Ryan Azus, Zoom’s Chief Revenue Officer, said: “Since March, we have expanded to meet the growing demand for our solutions from consumers and businesses, and added that ServiceNow has grown during this period. Period provides an excellent customer experience. “With the implementation of customer service management, we hope to increase productivity. “
Chris Bedi, Chief Information Officer of ServiceNow, said: “Zoom enables employees in all industries around the world to stay connected, and it is also at the core of our own technology ecosystem.
According to Zoom, it chose CSM Workflow from the ServiceNow platform to help bring its front, middle, and back-office teams together to solve problems, help solve problems before customers notice it, and simplify participation to quickly satisfy requests. As a customer of the ServiceNow Now platform, Zoom has implemented IT workflows for employees and is implementing other developer workflows such as ITOM Health, Field Service Management, and ITBM. Zoom also uses some of the existing features of ServiceNow, such as virtual agents that facilitate customer conversations, integration centers that include them in the current system, and a service catalog that provides self-service solutions. ServiceNow introduces in detail.
He also said that both companies provide multiple technology integrations that allow their joint customers to personalize the employee experience. For example, provide employees with robots to answer common questions quickly and easily. Through the meeting anomaly detection in Zoom, delay, jitter, and average packet loss rate can be identified. ServiceNow will use this information to automatically create events on behalf of users, and through artificial intelligence operations, users can actively allow users to rate their meetings with a thumb or big Thumb down icon. The developer concluded that if the user clicks the thumb-down icon, at the end of the meeting, the user’s IT department will be notified of the problem, and the ServiceNow virtual agent will contact the employee to solve the problem and solve their problem.
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