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

Customers can now enjoy the benefits of Zoom’s AI-first contact center directly in Salesforce’s Service Cloud Voice. This integration, which is now live, is designed to simplify agent workflows, enhance productivity, and elevate every customer interaction—all within the Salesforce environment.

“The new integration with Zoom gives customers the best of both: voice available today with video coming soon—seamlessly embedded within Service Cloud Voice,” said Kishan Chetan, Executive VP and GM of Service Cloud at Salesforce. “With a unified workspace, real-time context, and AI at their fingertips, companies across industries are resolving cases faster and evolving into agentic enterprises and delivering more personalized and impactful customer experiences.”

“By integrating Zoom’s CX platform directly into Salesforce, we’re enabling 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 helps organizations resolve issues faster, work smarter, and deliver more personalized customer experiences.”

Zoom’s CX suite is available for purchase on AWS Marketplace, giving organizations greater flexibility and a faster way to purchase. Built on Zoom’s enterprise-grade platform, Zoom CX is powered on global datacenters and offers local phone numbers across 29 countries, including India. As a result, customers can expect a high-quality voice experience (with video coming soon), helping ensure every interaction reflects a strong brand experience. 

As contact centers aim to modernize and scale operations, Zoom’s integration with Salesforce empowers support teams to meet and exceed customer expectations with agility, intelligence, and an unmatched user experience. Looking ahead, Zoom is also building new integrations with the Salesforce Agentforce platform to incorporate partner actions for Zoom Meetings, as well as specialized agents for Support, Self-Service, and Sales that leverage the Agent2Agent (A2A) protocol.

The combined solution provides:

• Effortless voice handling, directly in Salesforce: With Zoom’s AI-first communication tools embedded in Service Cloud Voice, customer support agents are 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 are 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 capabilities enable customers to easily deploy and manage voice services globally with the scalability, reliability, and simplicity they expect from Zoom.

Zoom invites CX decision-makers to connect with our team and see the integration in action at Dreamforce booth #801, October 14-16. Register in advance to meet with Zoom CX leadership onsite.