Zoom Teases Its Contact Center AI Roadmap

After its Solvvy acquisition, Zoom plans to differentiate its CCaaS solution with AI

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Zoom Teases Its Contact Center AI Roadmap
Contact CentreData & AnalyticsLatest News

Published: May 24, 2022

Charlie Mitchell

The Zoom Contact Center will soon undergo a rapid renovation as the vendor continues to innovate with AI.

New AI capabilities will stem from in-house innovation and the recent acquisition of Solvvy – a conversational AI provider.

Alongside customer service chatbots, Solvvy also offers AI-powered analytics dashboards, data-driven routing, and digital CX workflows.

Eric Yuan, Founder and CEO of Zoom, made no secret of his desire to quickly embed these solutions into the Zoom Contact Center during a recent earnings call. He said:

We are very excited about the Solvvy acquisition. This is a great team, laser-focused on conversational AI with talent and technology. First of all, we are going to embed that into our overall contact center offering. That’s number one for sure.

Yet, Yuan also suggests that Zoom will continue to build original AI solutions, like Zoom IQ for Sales. Released in April, this interaction analytics solution delves into customer conversation transcripts and surfaces insights into sales performance.

At the time, Josh Dulberger, Head of Product, Data, and AI, at Zoom, exclusively told CX Today that this was just the start of its journey into the speech analytics realm. He stated:

This is just the beginning. The contact center is the next place where we will focus on bringing many more of these features to life, where we analyze calls and provide real-time guidance.

Dullberger also suggested that Zoom was working on an “augmented reality for the support rep”, hinting that agent-assist capabilities may soon feature within the Zoom Contact Center solution.

By swiftly fortifying its CCaaS platform with such AI, Zoom aims to differentiate its offering. As Yuan said:

AI is something new. You’ve got a lot of other contact center solution providers. They’ve not had AI capabilities before. Now, this is something new, and we are doubling down on that.

Alongside AI, Yuan pinpoints video, embedded UCaaS capabilities, and a broader customer engagement portfolio as critical differentiators.

Combining these capabilities is also likely to be a frontier for innovation in the future. For example, AI-driven gesture recognition paired with video conversations is an arena where future contact centers may attain further customer insights.

However, in the short term, it will be fascinating to see how the Zoom Contact Center evolves in comparison to the new offerings of Microsoft and Google, which have recently entered the space.

While they may not yet have the market presence of traditional vendors, they are making headway, as Zoom teams up with brands such as TeamHealth and Franklin Covey to deploy its CCaaS solution.

 

 

Artificial IntelligenceConversational AI

Brands mentioned in this article.

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