San Jose & Santa Clara, CaliforniaBusiness line)-Zoom Video Communications, Inc. (NASDAQ: ZM) and ServiceNow (NYSE: NOW) today announced their commitment to each other’s technology solutions to make the ubiquitous work experience better.
With the continuing pandemic and shelter orders, the use of Zoom surged to 300 million daily meeting participants in April 2020. Zoom deployed ServiceNow’s Customer Service Management (CSM) to expand its customer service operations and provide key communication capabilities for its global community. ServiceNow CSM also provides proactive case management and personalized self-service options to help manage the influx of customer requests. In addition, Zoom will deploy the Now Platform including new AIOps features to enable its new hardware as a service (HaaS) business model. Zoom will also expand its ServiceNow CSM implementation to provide HaaS customer support.
Since 2018, ServiceNow has been a Zoom customer, using Zoom Enterprise to provide video conferencing across desktops, mobiles and meeting rooms for its more than 11,000 global employees. Since the global pandemic, ServiceNow employees working from home have relied heavily on Zoom to stay productive. ServiceNow plans to replace its original hardware phone system with Zoom Phone to provide employees with a seamless unified communications experience.
Ryan Azus, Zoom’s Chief Revenue Officer, said: “Since March, we have scaled up to meet the amazing demand for our solutions from businesses and consumers.” “ServiceNow enables us to provide outstanding customers during this growth period. Experience. By deploying ServiceNow customer service management, we hope to significantly increase productivity and reduce the number of cases.”
Chris Bedi, Chief Information Officer of ServiceNow, said: “Zoom keeps employees in all walks of life connected around the world, which is also a core part of our own technology ecosystem.” “Zoom’s features and easy-to-use interface help our employees stay productive. And support seamless digital dialogue with customers. Looking to the future, by adding Zoom Phone, we will take the lead in using Zoom to bring a more powerful experience-one-click communication and collaboration functions, and conference rooms connected to Zoom, Provide our team with the best experience anytime, anywhere.”
Zoom chose ServiceNow’s CSM Workflow product to help its front, middle, and back office teams unite to solve problems, solve problems before customers notice them, and simplify personnel involvement to quickly handle customer requirements. As a ServiceNow Now Platform customer, Zoom has deployed IT and employee workflow, and is deploying other ServiceNow Workflow products, including ITOM Health, Field Service Management and ITBM. Zoom also uses out-of-the-box features (including ServiceNow’s virtual agent) to help facilitate conversations with customers, ServiceNow Integration Center to integrate with its existing legacy systems, and ServiceNow service catalog to provide self-service remediation.
ServiceNow and Zoom provide a variety of technology integrations so that their joint customers can tailor the Zoom and ServiceNow experience for their employees. For example, ServiceNow can be configured to provide employees with a wide range of bots. By using ServiceNow Virtual Agent, dozens of the most common problems can be solved quickly and easily. Through Zoom Meeting Anomaly detection, Zoom can identify delay, jitter, and average packet loss, and ServiceNow will use them to automatically create events on behalf of users. Moreover, with the help of ServiceNow’s AI Ops, the “zoom” function can be enabled to actively provide users with the option of using the thumbs or the downward icon to rate the meeting. If 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 employee to resolve and resolve their problem.
About ServiceNow
ServiceNow (NYSE: NOW) is creating the world of work and making people work better. Our cloud-based platform and solutions provide digital workflows that create great experiences and release productivity for employees and businesses. For more information, please visit: www.servicenow.com.
©2020 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 the trademarks of the corresponding companies with which they are associated.
About zoom
Zoom Video Communications, Inc. (NASDAQ: ZM) brings the team together to accomplish more in a frictionless and safe video environment. Our simple, reliable and innovative video-first unified communications platform can provide video conferencing, voice, webinars and chat between desktops, phones, mobile devices and conference room systems. Zoom uses leading business application integration and developer tools to create custom workflows to help companies create a higher experience. Zoom was founded in 2011 and is headquartered in San Jose, California, with offices around the world. Visit zoom.com and follow @zoom_us.
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