Zoom Video Communications and ServiceNow announced a commitment to each other’s technology solutions to make work-anywhere experiences work even better.
“Zoom has enabled employees across industries around the world to stay connected, and it’s also a core piece of our own technology ecosystem”
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.
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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.”
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