Zoom Communications and ServiceNow are integrating their platforms to enhance customer service and IT support through AI-driven solutions.
Quiver AI Summary
Zoom Communications Inc. and ServiceNow have announced plans to integrate Zoom CX with ServiceNow's Customer Relationship Management (CRM) and IT Service Management (ITSM) systems as part of the Knowledge 2025 event. This integration aims to create a unified, AI-first solution for customer service and IT support, enhancing the efficiency of contact centers by allowing agents to manage interactions across voice, video, and chat within a single platform. Key features include real-time access to CRM data, AI-powered tools for personalized customer interactions, and improved collaboration among support teams, ultimately leading to faster issue resolution and deeper customer connections. The unified solution will be available later this year through the ServiceNow Store.
Potential Positives
- Integration with ServiceNow CRM and ITSM positions Zoom as a leader in AI-first customer service solutions, enhancing its market relevance.
- Unified workspace feature allows agents to manage all customer interactions seamlessly, improving operational efficiency and customer satisfaction.
- AI capabilities such as context-aware responses and real-time sentiment analysis enhance service quality and personalization for users.
- Availability of the integrated solution through the ServiceNow Store expands Zoom's reach and adoption potential within diverse industries.
Potential Negatives
- Limited details on potential integration challenges or risks associated with the partnership with ServiceNow, which could raise concerns among stakeholders about the execution and effectiveness of the integration.
- Absence of information regarding anticipated timelines for the integration and rollout, which may lead to uncertainty among clients regarding when they can expect to benefit from the new features.
- Potential overemphasis on AI capabilities without addressing customer concerns about the impact of AI on customer service quality and job security for service agents.
FAQ
What is the new integration between Zoom and ServiceNow?
The new integration combines Zoom CX with ServiceNow CRM and IT Service Management for enhanced customer service and IT support.
When will the unified engagement platform be available?
The unified engagement platform from Zoom CX and ServiceNow will be available later this year through the ServiceNow Store.
What are the key benefits of the Zoom + ServiceNow integration?
Key benefits include a unified workspace for agents, personalized AI-first experiences, and seamless collaboration across teams.
How does this integration improve customer interactions?
This integration improves customer interactions by providing agents with real-time data and context to resolve issues faster and more effectively.
What is Zoom's mission regarding AI in business?
Zoom's mission is to provide an AI-first work platform aimed at enhancing human connection and improving productivity.
Disclaimer: This is an AI-generated summary of a press release distributed by GlobeNewswire. The model used to summarize this release may make mistakes. See the full release here.
$ZM Congressional Stock Trading
Members of Congress have traded $ZM stock 5 times in the past 6 months. Of those trades, 5 have been purchases and 0 have been sales.
Here’s a breakdown of recent trading of $ZM stock by members of Congress over the last 6 months:
- REPRESENTATIVE ROBERT BRESNAHAN has traded it 5 times. They made 5 purchases worth up to $75,000 on 03/04, 02/25, 01/28 and 0 sales.
To track congressional stock trading, check out Quiver Quantitative's congressional trading dashboard.
$ZM Insider Trading Activity
$ZM insiders have traded $ZM stock on the open market 37 times in the past 6 months. Of those trades, 0 have been purchases and 37 have been sales.
Here’s a breakdown of recent trading of $ZM stock by insiders over the last 6 months:
- ERIC S. YUAN (Chief Executive Officer) has made 0 purchases and 21 sales selling 859,568 shares for an estimated $69,029,438.
- JONATHAN CHADWICK has made 0 purchases and 4 sales selling 50,000 shares for an estimated $3,853,283.
- APARNA BAWA (Chief Operating Officer) has made 0 purchases and 4 sales selling 37,491 shares for an estimated $2,857,544.
- VELCHAMY SANKARLINGAM (Pres. of Engineering & Product) has made 0 purchases and 3 sales selling 26,274 shares for an estimated $2,009,822.
- SANTIAGO SUBOTOVSKY has made 0 purchases and 3 sales selling 5,143 shares for an estimated $395,385.
- SHANE CREHAN (Chief Accounting Officer) has made 0 purchases and 2 sales selling 2,963 shares for an estimated $242,844.
To track insider transactions, check out Quiver Quantitative's insider trading dashboard.
$ZM Hedge Fund Activity
We have seen 330 institutional investors add shares of $ZM stock to their portfolio, and 331 decrease their positions in their most recent quarter.
Here are some of the largest recent moves:
- NORGES BANK added 7,665,992 shares (+495.4%) to their portfolio in Q4 2024, for an estimated $625,621,607
- PACER ADVISORS, INC. removed 2,801,144 shares (-58.4%) from their portfolio in Q1 2025, for an estimated $206,640,392
- ALTSHULER SHAHAM LTD added 1,523,515 shares (+286.0%) to their portfolio in Q4 2024, for an estimated $124,334,059
- T. ROWE PRICE INVESTMENT MANAGEMENT, INC. added 1,247,717 shares (+24.3%) to their portfolio in Q4 2024, for an estimated $101,826,184
- JPMORGAN CHASE & CO added 1,228,687 shares (+170.6%) to their portfolio in Q4 2024, for an estimated $100,273,146
- QUBE RESEARCH & TECHNOLOGIES LTD removed 925,387 shares (-53.6%) from their portfolio in Q4 2024, for an estimated $75,520,833
- ARROWSTREET CAPITAL, LIMITED PARTNERSHIP added 780,446 shares (+357.5%) to their portfolio in Q4 2024, for an estimated $63,692,198
To track hedge funds' stock portfolios, check out Quiver Quantitative's institutional holdings dashboard.
$ZM Analyst Ratings
Wall Street analysts have issued reports on $ZM in the last several months. We have seen 2 firms issue buy ratings on the stock, and 0 firms issue sell ratings.
Here are some recent analyst ratings:
- Jefferies issued a "Buy" rating on 12/19/2024
- Evercore ISI issued a "Outperform" rating on 11/26/2024
To track analyst ratings and price targets for $ZM, check out Quiver Quantitative's $ZM forecast page.
Full Release
LAS VEGAS, May 07, 2025 (GLOBE NEWSWIRE) -- Zoom Communications Inc. (NASDAQ: ZM) and ServiceNow (NYSE: NOW), the AI platform for business transformation, today announced plans to integrate Zoom CX with ServiceNow CRM and IT Service Management (ITSM). The integration, announced as part of Knowledge 2025, ServiceNow’s annual customer and partner event, will deliver a turnkey, AI-first solution for customer service and IT support in the contact center.
“This integration unites the power of Zoom’s AI-first omnichannel contact center platform with ServiceNow’s CRM and Industry workflows, bringing voice, video, and digital interactions directly into the flow of work for service teams, making the experience more seamless and robust,” said Kentis Gopalla, head of product for Zoom CX. “This partnership underscores our commitment to providing solutions that drive business success and simplify customer and employee interactions.”
“Customer experiences should be easy, personalized, and fast — not stalled by disconnected systems or unhelpful bots,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow. “With ServiceNow CRM and Zoom CX coming together in one unified experience, we’re eliminating the need to swivel between tools and giving CX teams the context, data, and AI they need to resolve issues faster and create deeper customer connections.”
Key Benefits of the Zoom + ServiceNow Integration
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A Unified Workspace That Puts Agents in Control
With Zoom CX embedded inside the ServiceNow Agent Workspace, agents manage every interaction, whether voice, video, or chat, without leaving the platform. Instead of toggling between systems, they can stay focused on the customer, supported by real-time access to CRM data, interaction history, entitlements, and open cases.
Combined with ServiceNow’s Industry workflows, agents can take action in context, triggering the right processes, resolving issues faster, and delivering a more tailored experience, whether it’s helping a patient reschedule an appointment, a banking client check on a loan application, or a retailer process a return.
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Personalized, AI-First Experiences That Scale
Combining Zoom’s AI capabilities with ServiceNow’s automation and CRM intelligence enables organizations to scale support without sacrificing personalization. Zoom Virtual Agent can handle customer issues with context-aware responses. Agents benefit from AI Expert Assist to provide real-time sentiment analysis, smart note-taking, and automatic call dispositioning, keeping them focused on high-value interactions instead of repetitive tasks.
Additionally, Zoom’s AI-first quality management can automatically score every interaction and generate coaching opportunities to drive continuous optimization.
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Accelerate Resolution Through Seamless Collaboration
Support doesn’t always end with the first agent. Sometimes it takes a team, from billing to field service to engineering. With Zoom’s collaboration tools accessible within ServiceNow, agents can bring in the right expert without switching tools or losing context, helping them resolve issues faster and with the right team.
Availability
Unified Engagement from Zoom CX and ServiceNow will be available later this year through the ServiceNow Store .
About Zoom
Zoom’s mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom’s open collaboration platform with AI Companion empowers teams to be more productive. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at zoom.com.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit:
www.servicenow.com
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Zoom Public Relations
Karen Modlin
[email protected]
