saying thanks to everybody for joining today we're really looking forward to uh to meeting with you all and sharing our presentation my name is Paul Martin I am on the technology alliances team here at servicenow and one of the technology partners that I work very closely with is zoom who is going to be presenting to everybody today Zoom has a number of Integrations that are available on the servicenow store currently they have a number of Integrations that are slated to be released in the next six months which is very exciting keep a look out for that but today what we'll be talking about is the servicenow plus Zoom phone integration and so uh without stealing too much of their Thunder I'm just going to go ahead and pass things off to a couple of folks from Zoom today we have Hema and we have Mike on the line so heyma feel free to take it away thanks Paul welcome everyone it's great to see everyone here um I'm Hema ravishankar senior product manager Zoom phone API and introduction uh Integrations and uh joined with me today is Mike Williams um over to you Mike for quick introductions thanks Seymour yeah hi everyone my name is Mike Williams I'm a technical sales architect here at Zoom before joining Zoom I spent about 15 years in IT services and holding roles such as service owner product owner member of change advisory boards so uh very familiar with with your uh with your world with that I'll turn it back over to hema thanks Mike um before uh we jump into the agenda uh we want to do a quick poll to understand what stage you are all with so with zoom phone um whether you use zoom phone today you have a proof of concept of Zoom phone you're considering Zoom phone or you're not sure what Zoom phone is um you will see a poll appear please please do click in to let us know where you are with zoom phone give a few more a couple of more minutes for everybody to get to the port okay um the poll results are here so it looks like most of you um have been already using Zoom phone and many of you are also considering to use zoom phone um so we are hoping that this uh presentation is going to give you a fair idea of what we do with servicenow and how Zoom phone currently works with servicenow let me jump into the agenda um so for today's agenda we're going to be talking about the zoom experience what is zoom why Zoom phone why servicenow and zoom phone how do you get this integration what are the features that we currently support in servicenow and zoom phone integration and then we will walk through a use case we will walk through a use case and talk about how the service now and zoom phone integration works and then I'll pass it on to Mike for a quick demo of this integration and then we will wrap it up with a q a foreign experience right you all know that Zoom is more than a video meetings platform it has all all that you see in this wheel unified communication developer platform virtual events and customer experience it caters to all your communication needs and it's a highly scalable and globally distributed platform so in this what is and why Zoom phone right Zoom phone is built in the Best in Class platform as Zoom meetings you can make calls with the same familiarity that you do with zoom video meetings Zoom phone is a cloud-based platform it has Global coverage it has secure communication trusted architecture and it is avoid phone service with provider flexibility and you can bring in your own carrier um and we all know how powerful service now is it it is a rich and valuable it has rich and valuable data and it also has powerful workflows what if we can bring in Zoom phone into service now what would be the benefits right you can view meaningful caller information right within the workspace with pop-ups for each call and then you can automatically dial a phone number right from servicenow by clicking on a contact in servicenow and then you can leverage automatic call logging to keep your recordings and voicemail tracked and accessible right Within servicenow now how do you get this integration you can get it right out of our Marketplace go into the Zoom app Marketplace search for Zoom phone for servicenow and then you click on visit to add and then when you do that you will be redirected into the zoom phone integration on the servicenow store and right there you can install the zoom phone integration for servicenow what features do we currently support the zoom phone service now integration allows you to start making your phone calls right from within your servicenow environment without having to jump out of servicenow to start making calls you'll be able to click to call where you can dial a number right out of your contact or you can manually enter a phone number and make your call it supports automatic call login so all of your incoming and outgoing calls are automatically logged within service now and then if you had a voicemail or you recorded your calls you will be able to access those recordings also within your call logs and then there are screen pop-up supported where if it's a known contact the contact pops up and if it's an unknown contact it allows you to create a new user record right from right while you're making the call and then on top of all this you get the same Zoom phone call Quality and security while you're using the integration with servicenow now let's walk through a quick use case and the characters in our use case are a knowledge worker Hannah and an internal I.T help desk agent Jake Hana has been recently issued a laptop and she's having trouble with the laptop so what she does is she calls the help desk and the call is assigned to J and Jake answers the call while the call is answered there's some issue and the call gets disconnected now what would Jake do Jake would open up servicenome and then he would open up the zoom phone soft phone and then he'd search for the Hannah's name right from the soft phone and then he would make a call to Hannah from servicenow while Jake is making a call to Hannah in the background we would open the Hannah's user record so that Jake is able to reference all of Hannah's information right from servicenow Jake identifies the issue and resolves the issue for Hannah and then Jake moves on to end the call with Hannah and then he finds all of his outgoing logs and incoming logs right within servicenow when he opens the logs if he had recorded the call he's able to capture the recording uh the recording is available within the call log and on clicking on the URL for the recording he's able to view the recording and play the recording and then Jake closes the ticket so this is a day in life of an agent where we talked about a use case um where an agent receives a call and then an agent makes an outgoing call um now over to you Mike for the demo let me stop sharing big SEMA um yeah so what I'm about to show you is I'm going to walk through a recording I did the other day uh kind of showing you how this integration flows again with hema's journey uh of an agent in a contact and I want to show you both uh calling as well as the call log features so give me just a moment to share my screen and I think what's really important here that Hema had mentioned is that our goal here is to really reduce those friction points right between the callers uh and the agents in the field taking these calls and and coming to resolution with a lot of those calls the other thing that we're trying to solve is a lot of context switching right so every time that a person needs to jump between different applications and enter in new information that costs time and that costs mental energy and so I think what we're trying to do here with this integration really is to lower those those pieces down to a point that it feels more natural for the agent um you know their life is inside of servicenow and so we want to keep them there uh and to do to do their work inside of that space so uh first off let's just take a look at um where you can make a phone call so right from here if I wanted to make an ad hoc call I can click on the phone icon at the top uh top right there and I can start entering a phone number or a contact what's cool about this is we're actually searching right now the local director or the directory that's uh housed at Zoom for all um employees that are inside of this organization so right from here even if I didn't have an incident I was working on I can make a phone call to another technician uh and what's Happening Here is we are cross-launching then from servicenow right into uh Zoom phone notice here I'll pause this video to mention this here we when we made that call we did not find any user records or contacts for this person this was unknown to the system uh to servicenow so what's happening here is servicenow is bringing up a new and recognizes that so it's bringing up a new user record here for us to create a new user or new contact for um for this interaction so that's pretty cool I'll show you in a second what it looks like when we uh do discover a repeated caller so we're doing this lookup on that business phone field as you can see there that attribute so we're looking for that uh a string match on that so then next up here what I'm about to show is um again clicking a call using that open frame option but this time I'm going to use a known phone number uh to to servicenow and I'm going to again make that ad hoc call and this time the user was discovered so we're calling again there's that cross cross launch into Zoom and uh you can see here now the user record which is myself um it was discovered that I've made this phone call in the past I looked up that business phone record and it made that match and now I can go ahead and begin adding an incident to this uh uh and updating this user's record so so the other way that we can dial is uh instead of doing ad hoc we can also on any user record uh go in on that business phone field again and we can just do a click to call so here I'm actually selecting that phone icon on the right hand side by the business phone field and again we're going to take that and we're going to cross launch right into zoom and make that phone call and make that connection back out to the to that user so those are a couple of different ways that we have an integration right into servicenow as far as dialing out and receiving calls and now what I want to show you a stop share here for a second I want to bring up what call log looks like it's okay says Hema said we do have the capability to record all of the call activity that's happening between Zoom phone and servicenow so what you're seeing here is I'm going to select my call logs and we give you a ton of information here um and just pause and I'll walk through some of these fields as you can see here we've got the call type so which direction the call is coming so whether it's incoming or outgoing from an agent or from a customer in the field calling into the to the help desk in this case we're grabbing the start times of when that call happened how long the duration was who that caller was if it was a known caller we're going to list their name if it's an unknown caller the the field will be blank until we discover and add them into our contacts list we give the call number again who the colleague is and the colleague's number but then we also give you a bit more contextual information so if we click on the small I here for more information you can see the caller ID The Who that caller was again so some of that repeated information but as Hema said we also are able to capture any call recordings right from here so the agent is able then to select that call recording URL and then uh review that call recording so from here you can see we've got the Kali name we've got the rest of that metadata information the phone number the start time the duration and then your agent is able then to play back that recording of that call so then the other thing that we're able to do is on any of these records we're able to go in and again see more information but this time looking at voicemails so very similar to recordings we get that URL that we're able to then click on and very similar information and metadata that we had before with recording but this time has a voicemail that we missed that that concludes the demonstration back to you hema thanks Mike let me show my screen again um yeah thanks Mike that that was awesome to see the power of Zoom phone within service now we're hoping that this integration helps break silos and makes the agent more productive um in and giving them more power within service now um so where where can you get this uh Integrations from you can get it right out of the Zoom app Marketplace or you can get it out of the servicenow store um you would see these apps published in both these marketplaces and you can go over and install today as of today you would be able to get the installation um similar to the demo that you saw from my now and if you wish to learn more about Zoom phone you can go into explorezone phone.us to learn more about Zoom phone um and that's about it thank you all for joining us today um and before we wrap up I would want to quickly take some questions that came in um so let me yeah I see we've got a couple here so um this one I think might be for you Hema uh so do do voicemail and recordings do they come with transcripts today uh today we store only voicemails and recordings we don't have transcript but that's a very good question um that's something we could possibly consider in the future great uh the other one that I got here I can answer this one while making phone calls to the zoom phone client cross launch uh yeah it does so if you notice in the demo uh we are cross launching from uh servicenow and into our Zoom client uh to establish that uh call so and we got one more here uh which regions uh is the integration available in Zoom phone is a cloud-based system so wherever you're installed your service now integration it should work in those regions I don't see why would it would not right any other questions yes uh so there is a question about is there a resource that helps understand best practices for putting phones in servicenow uh their cmdb um this time we uh we don't have an integration but service now does have an integration called spoke uh that does allow you to provision phones in from servicenow uh into Zoom phone uh so I would check out that integration my other recommendation there would be to reach out to uh to the to the zoom and or the servicenow uh support teams that you work with um just because as as attendees of this uh webinar know spokes are very powerful they allow for a good amount of configuration and so um you know subject matter experts on both the zoom and the servicenow side of things can kind of guide you through capabilities and then ultimately how to execute on on any of those specific uh workflows that you've got in mind uh we have another question uh what admin permissions are required for this integration great question uh I would check out our documentation on support.zoom.us all of our guides are there um and actually I can post in the uh chat here in just a moment um that specific guide if I get a second and then another question that came in Hema is uh is this similar to the zoom call center how is uh Zoom phone and call center how are they different Zoom phone and zoom calls contact center are different products you would hear more about Zoom contact center in the coming months so stay tuned for that another question came in uh looks like um we had uh I'm trying to say this correctly here so uh he might you said we didn't have to leave the servicenow screen to use the embedded soft phone but in our demo we exited out to the zoom clients are both supported today um it is a cross lunch like Mike said it is a cross launch so you can dial right out of the servicenow screen but it does cross launch and the call goes through through the zoom client um using the same quality of call that a zoom client uses so yeah the call finally goes through the zoom client but you're able to make the activity of dialing out right out of service now perfect okay any other questions feel free to throw them in the chat yeah give it another minute or two here I think we can take uh the non-response and silences we've addressed all the questions that the that the uh attending group would have so Mike heymath there isn't anything else oh this chat is disabled are you able to put uh questions in the in the Q a panel instead then where they're coming through yeah yeah please put them there we can answer them there give it another minute then in case anybody was having difficulties with chat and couldn't get to the Q a pop out I just posted in the Q a for everyone uh the link right to the support article that talks about the permissions required for this integration so will this recording be sent out um you know I believe it will be sent out to attendees if not we will be posting it in the uh servicenow Community uh under the actual event page where you want to register so I will double check with our marketing team to see if we can send it out if you don't receive it then just go to the same page in the community where you registered and we'll have a link to the recording there great question Lauren all right I think that's everything then um if anybody does have questions that we weren't able to address today or that you know didn't come up during the time that we had allotted uh feel free to reach out to anybody on either the zoom or the servicenow side of things um on the account teams or the support teams that you work with and we can have them redirected to some of the subject matters here or they can answer those questions uh through the channel that you that you present them to them with but I'd like to just say thanks again to the team from Zoom Mike and Hema uh you were wonderful today hopefully this this was helpful for all the attendees and to the attendees thanks for joining um like I said hopefully this was helpful if you have any other questions follow up with us but thanks everybody for your time and have a wonderful day thank you