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Unified Interface Coming Summer 2025 to Streamline Agent Workflows
Zoom has unveiled plans to integrate its AI-powered contact center capabilities with Salesforce Service Cloud Voice. This strategic integration, scheduled for release in Summer 2025, aims to create a streamlined workflow environment for customer support teams while improving service delivery—all within the familiar Salesforce interface.
“Integrating Zoom’s CX platform directly into Salesforce will allow support agents to interact with customers and collaborate with internal teams in one unified experience,” explained Chris Morrissey, general manager of Zoom CX. “This enhanced integration is designed to help organizations achieve faster issue resolution, improve operational efficiency, and deliver more personalized customer experiences.”
The upcoming solution will deliver several key benefits:
- Seamless voice capabilities within Salesforce: Support agents will access Zoom Contact Center voice features directly within Service Cloud Voice, eliminating disruptive app-switching while maintaining workflow continuity.
- Support for remote and hybrid work models: The integration enables support teams to handle Zoom voice interactions through the Salesforce Omni-Channel softphone, requiring only a browser and headset—perfect for today’s distributed workforce.
- Enterprise-grade scalability: Whether supporting small teams or large global operations, the solution offers the reliability and simplicity customers expect from Zoom, with easy deployment and management of voice services worldwide.
Tony Flores, Senior Director of Product Management for Salesforce Service Cloud, highlighted the alignment between the companies: “The Zoom integration supports our vision for delivering intelligent service experiences through unified voice and CRM data. Together, we’re enhancing representative effectiveness and helping businesses strengthen customer relationships at every interaction.”
This development expands upon Zoom’s existing collaborations across Salesforce Sales Cloud and Service Cloud portfolios. Looking forward, Zoom has indicated plans to leverage the Salesforce Agentforce platform to further enhance solutions for joint customers.
