Zoom and ServiceNow Partner to Make the Best Work-Anywhere Experiences Even Better
July 07 2020 - 09:05AM
Business Wire
Zoom to use Now Platform to help scale customer
service operations and enable Hardware as a Service
ServiceNow to standardize on Zoom Phone, ending
use of legacy phone technology
Zoom Video Communications, Inc. (NASDAQ: ZM) and ServiceNow
(NYSE: NOW) today announced a commitment to each other’s technology
solutions to make work-anywhere experiences work even better.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20200707005315/en/
With the ongoing pandemic and shelter in place orders Zoom’s
usage rocketed to 300 million daily meeting participants in April
2020. Zoom deployed ServiceNow’s Customer Service Management (CSM)
to scale its customer service operations and enable critical
communications 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 capabilities, to enable its new Hardware as a Service
(HaaS) business model. Zoom will also expand its implementation of
ServiceNow’s CSM to provide HaaS customer support.
ServiceNow has been a Zoom customer since 2018, using Zoom
Enterprise for its 11,000+ global employees to host video meetings
across desktop, mobile, and conference rooms. Since the global
pandemic, ServiceNow employees working from home have relied
heavily on Zoom to stay productive. ServiceNow plans to displace
its legacy hardware phone system with Zoom Phone, providing a
connected and seamless unified communications experience for its
employees.
“Since March, we’ve scaled to meet the incredible increase in
business and consumer demand for our solutions,” said Ryan Azus,
Zoom’s chief revenue officer. “ServiceNow has enabled us to deliver
exceptional customer experiences during this period of growth. With
the deployment of ServiceNow Customer Service Management, we expect
to significantly increase productivity and reduce case volume.”
“Zoom has enabled employees across industries around the world
to stay connected, and it’s also a core piece of our own technology
ecosystem,” said Chris Bedi, ServiceNow’s chief information
officer. “Zoom’s capabilities and easy-to-use interface have helped
our employees stay productive, supporting seamless digital
conversations with our customers. Going forward, with the addition
of Zoom Phone, we’re getting a head start on an even more robust
experience with Zoom – one-touch communication and collaboration
features, plus Zoom-connected conference rooms, giving our teams
the best work-anywhere experience.”
Zoom chose ServiceNow’s CSM Workflow product to help unite its
front-, middle- and back-office teams to solve issues, fix problems
before customers notice them, and simplify engagement to quickly
take care of customer requests. As a ServiceNow Now Platform
customer, Zoom has deployed its IT and Employee Workflows and is in
the process of deploying additional ServiceNow Workflow products,
including ITOM Health, Field Service Management, and ITBM. Zoom is
also leveraging out- of-the-box capabilities, including
ServiceNow’s Virtual Agent, to help facilitate conversations with
customers, the ServiceNow Integration Hub to integrate with its
existing legacy systems, and the ServiceNow Service Catalog to
provide self-service remediation.
ServiceNow and Zoom offer multiple tech integrations that allow
their joint customers to tailor the Zoom and ServiceNow experience
for their employees. For example, ServiceNow can be configured to
provide employees with extensive Bot; by using ServiceNow Virtual
Agent, dozens of the most frequently asked questions can be easily
and quickly resolved. With Zoom Meeting Anomaly detection, Zoom can
identify latency, jitter, and average packet loss, which ServiceNow
will use to automatically create an incident on behalf of the user.
And, with ServiceNow’s AI Ops, Zoom can be enabled to proactively
provide users the option to rate their meeting with a thumbs-up or
-down icon. If a user clicks the thumbs down icon at the end of a
Zoom meeting, the user’s IT department will be notified of the
issue and ServiceNow Virtual Agent will reach out to the employee
to address and resolve their problem.
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better
for people. Our cloud‑based platform and solutions deliver digital
workflows that create great experiences and unlock productivity for
employees and the enterprise. For more information, 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 trademarks of the respective companies with which
they are associated.
About Zoom
Zoom Video Communications, Inc. (NASDAQ: ZM) brings teams
together to get more done in a frictionless and secure video
environment. Our easy, reliable, and innovative video-first unified
communications platform provides video meetings, voice, webinars,
and chat across desktops, phones, mobile devices, and conference
room systems. Zoom helps enterprises create elevated experiences
with leading business app integrations and developer tools to
create customized workflows. Founded in 2011, Zoom is headquartered
in San Jose, California, with offices around the world. Visit
zoom.com and follow @zoom_us.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20200707005315/en/
ServiceNow PR Kari Ramirez (408) 607-1315
press@servicenow.com
Zoom PR Colleen Rodriguez Global PR Lead press@zoom.us
ServiceNow (NYSE:NOW)
Historical Stock Chart
From Feb 2024 to Mar 2024
ServiceNow (NYSE:NOW)
Historical Stock Chart
From Mar 2023 to Mar 2024