Combining UCaaS and CCaaS: Zoom Senses an Opportunity

The video communications pioneer aims to empower contact centers with unified communications

The Zoom Contact Center Causes Revenue Estimates to Soar
Contact CentreLatest News

Published: March 9, 2022

Charlie Mitchell

During their Q4 earnings call, the Zoom c-suite were excited to discuss the recent launch of its new omnichannel Zoom Contact Center Solution.

In particular, they pinpointed the potential of combining their longstanding UCaaS expertise with new CCaaS capabilities, enabling businesses to power more collaborative customer experiences.

As Eric Yuan, Founder and CEO of Zoom, says:

The product can also integrate chat and video into an existing digital presence, like a website, helping organizations have conversations with the customers in the right place and at the right time. This is just the beginning of our plan to modernize the contact center and enrich the experience for our customers and our customer’s customer.

Indeed, the contact center plays a considerable part in the three-pillar approach that Zoom will maintain moving forwards. These pillars include UC, business workflows, and hybrid work.

For example, with a UCaaS and CCaaS integration, it is easier to share invaluable customer insights, build powerful alliances across the businesses, and accelerate CX transformation programs.

With convenient access to customer insights, businesses may also develop better workflows and track their impact on critical customer metrics.

Finally, the Zoom Contact Center paves the way for remote working, video collaboration, team communication, and more to optimize the hybrid working environments for customer service reps and other employees.

Kelly Steckelberg, Chief Financial Officer at Zoom, also highlights pricing as a considerable benefit of the Zoom Contact Center solution, which may enable the company to grasp a significant foothold within the crowded market. She says:

Zoom has always been disruptive in pricing, and Contact Center is absolutely no different. If you look across the market in how we price Meetings, how we price in Phone when we introduced it, we’re approximately half the price of any of our competitors’ list price. And that continues to be the case with Contact Center as well.

The entrance of Zoom into the contact center space did not surprise many after the recent collapse of its Five9 acquisition.

However, Zoom aims to keep its connections with Five9, among other CCaaS vendors, to evolve its solution and become a major player within the contact center market.

Discover more about how they plan to do so by watching our exclusive interview with Heidi Elmore, Head of Product Marketing at Zoom.




Digital TransformationUCaaS

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