Zoom Launches ISV Exchange Program That Includes Prominent CX Players

Verint, Theta Lake, and PCI Pal are just three of the big-name CX providers

Zoom Launches ISV Exchange Program, Includes Prominent CX Players
Contact CentreLatest News

Published: October 26, 2023

James Stephen

Zoom has kickstarted an ISV (Independent Software Vendor) Exchange Program to sell specific third-party solutions to customers.

Launch partners include Success KPI, Theta Lake, PCI Pal, FaxSIPit, and Verint – with many more expected to come.

One of the most notable names on this list is Verint, which kickstarted a partnership with Zoom last year.

As such, many Zoom customers have had the chance to bring several of Verint’s customer experience (CX) solutions into their own environments.

Yet, John Bourne, SVP of Global Channels and Alliances at Verint, seemed excited to take the relationship to a new level.

“It’s been a pleasure working with Zoom this past year on integrating our open platform with their unified communications solutions as well as Zoom Contact Center,” he said.

“Our announcement today makes the Verint open platform available to Zoom customers through Zoom for the first time.

As Zoom continues to expand its capabilities, we will remain in lockstep with them and enable our mutual customers to leverage the power of this unique platform-to-platform approach.

Verint’s platform contains many tools that may support Zoom customers. Its workforce optimization (WFO) suite, voice of the customer (VoC) tools, and self-service solutions are just some examples.

Verint Da Vinci AI also catches the eye, powering a team of intelligent bots to automate various customer experience processes.

Billions of interactions train its AI model to become quicker and more accurate.

Moreover, Verint’s open approach to AI allows Zoom customers to quickly leverage Verint’s latest advancements alongside its other commercial AI models.

Doug Chaney, Head of ISV & Marketplace Sales at Zoom, shared his thoughts on its strategic partnership with Verint: “We are excited to have Verint as one of our strategic partners.

“As the customer engagement pioneer for more than 25 years, Verint is uniquely positioned to help our customers navigate through new business challenges to deliver elevated customer experiences.”

Yet, Chris Moss, Head of Platform and Product Acceleration at Zoom, didn’t want to detract from all the other prominent CX platforms available through the ISV program.

“On the heels of Zoomtopia, the launch of the ISV Exchange Program was the next obvious step to take in our journey of delivering choice and flexibility to customers while providing new business opportunities for our partners,” he said.

“By offering select solutions directly from our ISV partners, we are able to meet more needs of our customers while simplifying their purchasing process.

This is only the beginning, and I look forward to expanding this program with the help of our ISV partner ecosystem.

Yet, for now, let’s dig deeper into the other exciting launch partners: SuccessKPI, Theta Lake, PCI Pal, and FaxSIPit.

Success KPI helps to ensure that enterprise contact centers successfully transition to the cloud, optimizing business outcomes and creating better experiences for employees throughout an organization.

Theta Lake is offering its Compliance and Security Suite via the ISV Exchange Program, providing unified capture, archiving, search, PCI redaction, and proactive compliance capabilities.

PCI Pal has a suite of secure payment solutions, which will be available through Zoom Contact Center and Zoom Phone to create a frictionless payment journey.

FaxSIPit is a fax solution provider, which can improve customer experience and ultimately lead to increased customer satisfaction and business success.

To catch up on all the other latest news swirling Zoom and its recent Zoomtopia event, check out the following articles:




Brands mentioned in this article.


Share This Post