Zoom to integrate with Salesforce Service Cloud Voice to provide a unified interface for customers

Today, Zoom announced plans to bring the benefits of its AI-first contact center to Salesforce’s Service Cloud Voice. This integration, planned to launch Summer 2025, is designed to simplify agent workflows, enhance productivity, and elevate every customer interaction—all within the Salesforce environment.

“By integrating Zoom’s CX platform directly into Salesforce, we’ll enable customer support agents to connect with customers and internal teams—all within a single experience,” said Chris Morrissey, general manager, Zoom CX. “Enhancing this integration will help organizations resolve issues faster, work smarter, and deliver more personalized customer experiences.”

When launched, the combined solution will provide:

• Effortless voice handling, directly in Salesforce: With Zoom’s AI-first communication tools embedded in Service Cloud Voice, customer support agents will be empowered to stay in the flow of work with Zoom Contact Center voice capabilities available directly in Salesforce. No app-switching—just seamless customer experiences that drive faster resolutions.
• Tools that support flexible work: By accepting Zoom’s voice interactions with Salesforce Omni-Channel softphone, hybrid customer support agents will be able to connect from anywhere with just a browser and a headset—no downloads needed.
• Voice that scales with our customers: Whether supporting dozens of customer support agents or thousands, Zoom Contact Center voice enables customers to easily deploy and manage voice services globally with the scalability, reliability, and simplicity they expect from Zoom.

“The integration with Zoom aligns with our vision of delivering seamless, intelligent service experiences by unifying voice and CRM data,” said Tony Flores, Senior Director, Product Management, Salesforce Service Cloud. “Together, we’re empowering reps to be more effective and helping businesses create stronger customer connections at every touchpoint.”  

The planned integration builds on Zoom’s broader collaboration across Salesforce Sales Cloud and Salesforce Service Cloud. Looking ahead, Zoom also plans to build on the Salesforce Agentforce platform to further enhance solutions for shared customers.