{"id":74104,"date":"2025-09-19T16:00:50","date_gmt":"2025-09-19T15:00:50","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74104"},"modified":"2025-10-19T09:58:16","modified_gmt":"2025-10-19T08:58:16","slug":"the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/","title":{"rendered":"The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk"},"content":{"rendered":"

From more big event coverage to the sunsetting of a widely-deployed CRM solution, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n

Zoomtopia 2025: The Top 10 Announcements<\/a><\/h2>\n

Zoom is spreading a clear message at Zoomtopia 2025: it\u2019s a platform built for people.<\/p>\n

Employees, entrepreneurs, creators, educators\u2026 they\u2019re the ones driving progress every day.<\/p>\n

For Zoom, that makes it different. It believes that Microsoft builds for IT and procurement, while Google bundles collaboration into its suite. Yet, it aims to deliver for the user.<\/p>\n

For that reason, Zoomtopia\u2019s theme is all about connecting people to progress.<\/p>\n

That theme runs through all of Zoomtopia 2025\u2019s announcements, with the top ten outlined below, starting with those that matter most to customer experience teams.<\/p>\n

1. Zoom Bolsters Its Contact Center Partnerships with Salesforce & ServiceNow<\/h3>\n

As the Zoom Contact Center has surged, customers have requested tighter integrations with their customer support CRMs.<\/p>\n

Zoom has acted by partnering with prominent CRM providers and embedding its contact center tooling within their solutions.<\/p>\n

Its latest move is to make its real-time transcription, unified routing, and AI assistant technology available in Salesforce Service Cloud. (Read more…).<\/a><\/p>\n

Genesys Scoops Its Second-Largest CCaaS Win Ever<\/a><\/h2>\n

Genesys has won its second-largest Genesys Cloud deal to date with a top ten global bank.\u00a0<\/span><\/p>\n

The CCaaS stalwart disclosed few additional details about the deal but noted it was one of two eight-figure annual contract value (ACV) agreements secured over the past 12 months.<\/p>\n

It also revealed that it signed a high-seven-figure ACV deal with another Fortune 20 financial services firm, worth $45MN+ in total contract value (TCV).<\/p>\n

In doing so, Genesys underscored its momentum in a sector known for its high complexity.<\/p>\n

Ultimately, that aligns with its reputation for doing \u201cbig\u201d well, as rubberstamped by the recent\u00a0Gartner Magic Quadrant for CCaaS report<\/a>, where Genesys once again slotted into the leader square.<\/p>\n

Yet, while many regard it as a safe choice for migrating to CCaaS,\u00a0Tony Bates, Chairman and CEO of Genesys<\/strong>, stressed his desire for the vendor and its customers to push the boundaries of innovation. (Read more…).<\/a><\/p>\n

ServiceNow Teams Up with Five9 to Drop Another Unified CRM-CCaaS Offering<\/a><\/h2>\n

ServiceNow and Five9 announced that their unified CCaaS-CRM offering is now generally available.<\/p>\n

As teased in November, the \u201cFive9 Fusion for ServiceNow\u201d solution embeds some of Five9\u2019s CCaaS tooling directly into ServiceNow Customer Service Management (CSM).<\/p>\n

In doing so, both vendors hope to deliver a unified agent experience, consolidate support data, and lower management burden.<\/p>\n

Five9 also has a similar offering with Salesforce. Meanwhile, ServiceNow has set up similar integrations with Genesys and Zoom.<\/p>\n

These announcement signals that, as customers demand tighter CCaaS and CRM connections, both vendors are ready to lead from the front. (Read more…).<\/a><\/p>\n

Zendesk to Shutter Zendesk Sell, Go All-In on Customer Service<\/a><\/h2>\n

Zendesk is exiting the sales CRM business, closing down its Sell product on August 31, 2027.<\/p>\n

Customers will continue to have full access to the Sell product until the shutdown date.<\/p>\n

As Zendesk noted in a web post, the move will help channel all its attention toward transforming the customer service stack.<\/p>\n

\u201cThis change allows us to focus even more deeply on what we do best \u2013 helping businesses like yours deliver exceptional customer and employee service,\u201d noted\u00a0Jennifer Chang, VP of Product Development Program Management and Operations at Zendesk<\/strong>.<\/p>\n

By concentrating our efforts on service, we can move faster, innovate more boldly with AI, and build solutions that make a bigger impact for your teams and your customers.<\/p><\/blockquote>\n

To help customers make the transition, Zendesk has set up a native integration with the Pipedrive sales CRM so they can export their data from Sell. (Read more…).<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

From more big event coverage to the sunsetting of a widely-deployed CRM solution, here are extracts from some of this week\u2019s most popular news stories. Zoomtopia 2025: The Top 10 Announcements Zoom is spreading a clear message at Zoomtopia 2025: it\u2019s a platform built for people. Employees, entrepreneurs, creators, educators\u2026 they\u2019re the ones driving progress […]<\/p>\n","protected":false},"author":4063,"featured_media":58272,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62064],"class_list":["post-74104","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-service-management-connectivity","tag-big-cx-news","brands_to_track-genesys","brands_to_track-servicenow","brands_to_track-zendesk","brands_to_track-zoom","editorial_type-news","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"\nThe Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including BIG CX News and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including BIG CX News and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-19T15:00:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:58:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"856\" \/>\n\t<meta property=\"og:image:height\" content=\"431\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk\",\"datePublished\":\"2025-09-19T15:00:50+00:00\",\"dateModified\":\"2025-10-19T08:58:16+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/\"},\"wordCount\":621,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.gif\",\"keywords\":[\"BIG CX News\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Service Management & Connectivity\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-zoom-genesys-servicenow-and-zendesk\/\",\"name\":\"The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk - 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