Zoom Contact Center Unified View eliminates agent tab-switching by embedding voice capabilities directly inside the ServiceNow workspace. Built natively on the ServiceNow CCIF / Voice Framework, it gives agents one place to handle calls, view customer history, manage presence, and complete wrap-up—reducing handle times and improving the service experience.

Agents can answer inbound calls, make outbound calls via click-to-dial or dial pad, and access call controls (hold, mute, transfer) directly within the ServiceNow workspace. The integration automatically surfaces customer records through screen pop and creates linked interaction logs for every call. Agent presence stays synchronized between Zoom Contact Center and ServiceNow for accurate routing. Additional channels including video, chat, and SMS are planned for later in 2026.

Benefits

Streamlined operations: Unified tracking and routing help resolve inquiries faster and improve efficiency.
Enhanced agent experience: Agents access call controls and customer context within the same ServiceNow workspace, simplifying workflows and accelerating resolution.
Improved customer satisfaction: More consistent, personalized, context-aware service from a single agent desktop.

Prerequisites

ServiceNow licenses
Zoom Contact Center licenses
ServiceNow components: Interaction Controls Components (ICC), OpenFrame, and CSM/FSM Configurable Workspace

Key Features

Answer inbound calls inside CSM Configurable Workspace Interaction page
Make outbound calls from an in-workspace dial pad
Click-to-dial outbound calling within CSM workspace
Queue opt-in/opt-out and agent status management within the ICC framework
Two-way status sync: when an agent accepts a call, ZCC sets status to Occupied, which is reflected in ServiceNow (admin-configured status mapping required)
Advanced call controls within ICC: hold, mute, transfer (direct/warm), resume, start/stop recording, add call/conference (direct/warm), keypad, end call, transcript, release (queue “Do Not Distribute” distribution method)
Transfer voice calls to: ZCC users, address book contacts, contact center queues, ZCC flows/voicemail, Zoom Phone users and Zoom Phone queues
Support customer callbacks and outbound dialers (Preview and Progressive)