Zoomtopia 2022 presented Zoom with the ideal platform to reaffirm its intent in the CCaaS space and showcase many exciting innovations.
The new Zoom Kiosk and Virtual Agent solutions were perhaps the picks of the bunch. Yet, home-grown innovation is only half the story. Jumping on the interoperability bandwagon, Zoom announced several new and improved partnerships.
While each adds value to Zoom’s offering, a select few especially caught the eye.
After teaming up in September to launch a conversational AI application that offers automated IT support via Zoom Team Chat, the two technology pioneers have joined forces again. Yet, this time they are going much further.
Indeed, they launched three offerings to add new capabilities to their broad portfolios. These are:
- Zoom Contact Center for ServiceNow – The solution allows businesses to manage customer conversations within ServiceNow.
- ServiceNow Employee Center for Zoom – The offering brings the ServiceNow employee center experience to the Zoom desktop client.
- Ticket Collaboration with Zoom Team Chat – The tool allows agents to collaborate with internal and external experts via Zoom Team Chat. They may also share the conversation history in a ServiceNow ticket.
Not only do these announcements bring agent experience and swarming capabilities to the Zoom Contact Center, but ServiceNow effectively offers a native CCaaS solution. In a blog post, Zoom shared a screenshot of what the latter looks like.
Excited to share each of these innovations, Oded Gal, Chief Product Officer at Zoom, stated:
Together, we’ll continue to prioritize seamless interaction across the two platforms with out-of-the-box automations and embedded user interfaces.
Additional offerings made available include the Zoom Phone for ServiceNow and ServiceNow Notify Zoom Connector. The latter allows users to kickstart a Zoom meeting directly from any task record, enabling a rapid, robust, collaborative effort when overcoming tricky issues.
Again, this partnership is not new. Yet, it is significant, with Verint a global workforce optimization player, highly-regarded in the contact center industry.
Its data management solutions already integrated with Zoom Phone and Zoom Meetings, allowing companies to capture, analyze, and archive enterprise conversations. It also enables businesses to ensure compliance and retrieve interactions.
Now, the expanded relationship will connect the Verint Platform to the Zoom Contact Center, enabling users of the latter to access a broad portfolio of workforce engagement solutions.
Indeed, it includes quality assurance, workforce management, conversational AI, and many more exciting technologies.
Thrilled to offer these capabilities to Zoom Contact Center customers, Jaime Meritt, Chief Product Officer at Verint, said:
This partnership is unique in that our platform works with Zoom’s collaboration and unified communications solutions, and now, will work with Zoom Contact Center, allowing organizations to choose a seamless solution for all their enterprise needs.
Meritt went on to suggest that Zoom and Verint will “remain in lockstep”, empowering end-users of the Zoom Contact Center to enjoy the solutions and services of a stalwart contact center player.
One of the most notable new additions to the Zoom Contact Center partner roster is CallMiner, a longstanding leader in conversational analytics.
While Zoom offers a similar solution – Zoom IQ for Sales – it is not yet ready to assess service contacts. CallMiner does this, analyzing keywords, intent, and sentiment across all contact center interactions, including those that take place on digital channels.
In doing so, it spotlights agent best practices and improvement opportunities. Meanwhile, users may automate call listening, offer agents real-time guidance, and spot fraud.
Going deeper, Paul Bernard, President and CEO at CallMiner, stated:
By introducing new integrations with Zoom, CallMiner is making it easier to not only capture and analyze customer interactions wherever they occur but also combine them with other calls, chats, emails, and more to gain deeper insights into customer behaviors, patterns, and trends.
Alongside this integration with the Zoom Contact Center, CallMiner is also available to Zoom Phone users. As such, businesses may gain more insights from conversations across their UC platform.
Other Exciting Partnerships
Throughout the Zoomtopia event, Zoom championed interoperability. In doing so, it unveiled several more partnerships with the likes of Zendesk, Observe.AI, and Cresta.
The Zendesk partnership brings ticketing and service automation use cases to the Zoom Contact Center while equipping users to better handle back-end processes.
Observe.AI provides an alternative to CallMiner, extracting conversational intelligence from contact center interactions and enabling workflow automation.
Finally, Cresta – which Zoom invested in earlier this year –offers an agent-assist solution, empowering reps with real-time intelligence and streamlining the contact handling process.
While Zoom launched further partnerships – including a link-up with Elevēo – each of these announcements caught the eye and will likely allow Zoom to accelerate its CCaaS growth.
Indeed, it has enjoyed quite the surge since launching in February, reportedly achieving sales results its executives had not expected “for another 18 to 24 months.”
Now, as Zoom seemingly strives to become a platform company – allowing various vendors to innovate off it – this surge may gather further momentum.