Zoom Creates New Contact Center Packages for “Flexibility and Value”

The packages aim to support contact center implementations of all shapes and sizes

Zoom Creates New Contact Center Packages for “Flexibility and Value”
Contact CentreLatest News

Published: December 7, 2023

Charlie Mitchell

Zoom has developed three new CCaaS packages to meet the needs of its customers, “no matter their size”. Each will become generally available within the coming weeks.

First is the Essentials package. At $69 per month, this includes omnichannel voice, chat, SMS, and video, alongside remote control, privacy and security capabilities, the Zoom AI Companion, and much more.

Next is the Premium package, which starts at $99 per month. In addition to all the Essentials package’s features, this adds email, numerous social channels, and an outbound dialer.

Finally, there is an Elite package. Available from $149 per month, this adds Zoom’s new workforce engagement management (WEM) suite, Zoom AI Expert Assist, and more to the Premium offering.

Critically, Zoom confirms that customers can mix and match all of its product offerings. The aim is to deliver the maximum value alongside the flexibility to build the ideal service operation.

For instance, a customer on the Essentials or Premium package can add Zoom WEM or agent-assist as add-ons to their chosen package.

In piecing together this strategy, Zoom meets the needs of its varied install base, which already includes global enterprises.

Hailing this rapid growth, Vi Chau, Head of Product, Zoom Phone and Contact Center, said:

Zoom Contact Center has seen incredible momentum since its launch last year, reaching more than 700 customers and expanding to businesses of all sizes, from mid-market companies to global enterprises.

While lots of those are net-new customers to Zoom, many are existing customers that leverage its Gartner Magic Quadrant leading UCaaS platform.

In partnering with Zoom on CCaaS and UCaaS, these businesses may utilize both solutions on a single comprehensive, intuitive, unified platform.

Of course, that is helpful for contact center agents who wish to collaborate, leverage external expertise, and solve complex customer queries.

Yet, it also allows employees across the business to more easily utilize “essential” contact center tools and support customers when called upon.

Now, with this plan, a contact center can offer these external employees an “Essential” seat – even if their core contact center is on a Premium or Elite package – and save costs.

Moreover, external employees may help contact centers smooth over spikes in demand as they work from a familiar, easy-to-navigate UI.

Yet, the bundles can provide cost savings for more traditional contact centers too – according to Chau. He concluded:

These new plans provide exceptional value at all levels, including enterprise-grade features at the base tier that other companies charge extra for.

What Else Is New on the Zoom Contact Center?

The Zoom AI Expert Assist feature – available in the Elite package and as an add-on to the others – will gain additional functionalities in early 2024.

Currently, the solution retrieves and suggests the best responses to customer queries after scouring the knowledge base, CRM, and various other systems of record.

Yet, Zoom will expand these further, adding recommended next best actions, personalization features, and reporting of how agents utilize the solution.

Additionally, Zoom plans to release the ability to chat in WhatsApp, outbound preview dialing, and a host of third-party application integrations.

Many of those integrations with CRM, support, payments, and other solutions will pull data into the Zoom client, reduce the need to toggle between systems, and enhance agent experiences.

However, all this is just skimming the surface of what to expect. Indeed, Zoom has promised to release plans for all of this – and lots more – in the coming weeks.

As Chau noted: “We have strategically invested in areas like advanced AI, workforce management, and omnichannel expansion to help build meaningful customer experiences.”

And, with the possibility of a second Zoom boom on the way, don’t expect that expansion to stop any time soon.


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Brands mentioned in this article.


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