Zoom Enters the Contact Center Space

The video conferencing pioneer aims to “set new standards for customer service experiences”

Zoom Enters the Contact Center Space
Contact CentreLatest News

Published: February 23, 2022

Charlie Mitchell

Zoom has officially entered the contact center space by launching an omnichannel CCaaS solution: Zoom Contact Center.

The solution combines unified communications and contact center capabilities into one central hub, supporting collaboration in new remote working environments.

However, the solution does more than unlock collaborative service experiences. It offers over 100 agent, supervisor, and administrator features to bolster the performance of modern contact centers.

Taking this point further, Oded Gal, Chief Product Officer at Zoom, said:

Previously, contact center infrastructure was complex to deploy, expensive to operate, and time-intensive to upgrade. Zoom Contact Center was carefully designed to meet the needs of the modern agent and end customer, both of which expect a personalized, digital, and effective contact center experience.

A prominent feature is video, with the company evolving its Zoom Video Engagement Center to sit inside the CCaaS solution. It also supports the voice channel, with SMS and webchat currently in beta.

Soon, Zoom will add to this channel mix, with future investments in CRM, workforce management integrations, and AI-powered tools.

Each of these will fit the Zoom philosophy of ensuring effortless deployment and use. Its IVR solution is a prime example, with graphical drag-and-drop designer functionality. According to Zoom, administrators can “easily create menus, greetings, and prompts” within this portal.

Before the official launch, First Federal Credit Union had the chance to try out the solution. Discussing his experience, Chris Neal, Senior Vice President Operations at First Federal Credit Union, said:

With Zoom Contact Center, our contact center supervisors have the ability to organize service representatives based on skills, so when a member reaches out, we can now route their inquiries directly to experts that are equipped to handle their unique needs. A process that would previously require multiple service representatives can now be accelerated and streamlined into a single conversation.

“We’ve seen our overall call time and pick-up time improve significantly as we provide more efficient resolution and a better experience for our members,” he added.

Such feedback will delight Zoom after the collapse of its highly anticipated $14.7BN acquisition of Five9, a significant player within the CCaaS space.

Nonetheless, Zoom intends to continue its existing contact center partnerships in the hope of expanding the solution and offering customer choice.

In the future, the company will also increase accessibility to the Zoom Contact Center, as it is now available in only the US and Canada.

For more from Zoom on this announcement, check out the video below:




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