Zoom has bolstered its Zoom IQ for Sales solution, making it available in more languages while adding integrations and launching new capabilities.
Starting with the languages, the solution now supports an additional 12. These include: Chinese (Mandarin), Dutch, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Ukrainian, and Vietnamese.
Automatically recognizing the predominant language in each sales conversation, the system processes it accordingly.
Moreover, as Enrique Plaza Garcia, Product Marketing Lead for Conversational Intelligence at Zoom, said in a blog:
If you want the transcript to be in a different language, you’re one click away from changing to another supported language.
While these languages – and this feature – are not yet generally available, Zoom has released them in beta.
The New Integrations
Businesses that use Salesforce and HubSpot CRM systems may now integrate these solutions with Zoom IQ for Sales.
As such, many of the conversation metrics and insights the system pulls from video sales conversations filter into the CRM.
Yet, the integration offers additional benefits to enriching CRM data. It also allows businesses to record and sync deal progress automatically, paving the way for better customer management.
The move is another example of Zoom pulling its portfolio closer to Salesforce after releasing a Salesforce app for Zoom Team Chat last week.
The New Capabilities
Alongside the new languages and integrations, Zoom has released a couple of new features that aim to improve the solution’s user experience.
First up is the ability to add a user as a “Zoom IQ Collaborator.” The capability gives the collaborator access to post-meeting analytics, removing the need for customers to procure an additional license.
Also, Zoom has created a new way to access Zoom IQ for Sales, making the solution available directly within the Zoom client.
In doing so, the vendor wishes to give clients quicker access to data-driven insights.
What to Expect from Zoom IQ for Sales In 2023
Zoom has promised several more capabilities for the conversational analytics platform in 2023.
These include sales conversation summaries, filler word analysis, and “smart chapters” to pinpoint critical moments in sales conversations.
Josh Dulberger, Head of Product, Data, and AI at Zoom, had hinted at these capabilities in a conversation with CX Today earlier this year.
Dulberger did so while suggesting that Zoom will build out its conversational analytics solution to fit broader customer communication use cases. Indeed, 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.
In addition, he teased that Zoom is working toward an “augmented reality for the support rep,” which will harness this evolving analytics portfolio to offer agent-assist functionalities.
So, users of the Zoom Contact Center can perhaps expect native conversational analytics options to become available within their solution in the near future.
Such innovation will perhaps accelerate the growth of Zoom’s Contact Center, which the vendor has started to roll out across EMEA.
