Beyond Auto-QA, workforce engagement management (WEM) has seen little in the way of cutting-edge innovation over the past five years.
As such, contact center disruptors are catching up fast from a feature perspective, with Zoom a notable example.
Now, according to Chris Morrissey, GM of the Zoom Contact Center, Zoom is looking to move the needle with its latest WEM capabilities.
After highlighting these features, Morrissey introduced Zoom’s broader mission in the contact center, discussing:
New Integrations with ServiceNow and Salesforce
Zoom is embedding some of its CCaaS functionality into ServiceNow CSM and – uniquely – ITSM. Morrissey discusses the benefits of this for businesses and Zoom’s new Salesforce partnership.
The Benefits of a Communication Stack Consolidated on One Platform
As more of CCaaS becomes commoditized, leveraging the broader enterprise stack becomes crucial. The Zoom man shares how the company will leverage different technologies – all stored on one platform – to differentiate.
Where Will Zoom Go Next?
A recent Gartner study revealed that 91 percent of its customers would recommend Zoom. With this customer backing, Morrissey teases what comes next.
Interested in learning more about the Zoom Contact Center?
