Today marks the release of Zoom One, a new framework that aims to connect the enterprise with a central communication hub.
The hub combines its CCaaS solution – which allows employees to directly connect with customers – with its Zoom Spaces, Events, and Developers offerings.
By making this move, Zoom is seizing upon the latest CX trend of connecting CCaaS and UCaaS solutions while facilitating better employee connections in the new hybrid work reality.
In a Zoom blog, Greg Tomb, President of Zoom, articulates how the move meets its vision of the future workplace. He writes:
We envision a future of work with less friction and more flexibility in creating those connections, so you can collaborate however you want, with whomever you need, from wherever you are.
By striving toward this vision, Zoom has become much more than a space for video meetings. Recently adding messaging, voice calls, meetings, whiteboards and many other solutions to its portfolio, the vendor is innovating at a rate of knots.
Zoom One seems to be the culmination of this effort, providing teams with many ways to connect and collaborate with each other and customers from a central unified platform.
In connecting the enterprise, the hub will also allow department leaders to create alliances across the business, which they can tap into to accelerate CX transformation.
Meanwhile, it may empower better service experiences as agents can easily harness expertise from across the enterprise, connect with subject matter experts, and better share knowledge.
In doing so, companies break down department siloes and challenge tribal mentalities. Meanwhile, they can pool together their teams and accentuate the human factor within customer experiences.
These possible benefits showcase how Zoom is evolving to meet emerging business demands. Building on this point, Tomb states:
Zoom is about connecting people. These focus areas are designed to help our customers better understand the challenges they can solve with Zoom while also aligning our products with all the ways your work is evolving.
The new capabilities Zoom gained following its recent acquisition of Solvvy are also available through the hub. These include conversational AI to automate customer conversations.
By making this all available within one framework, Zoom can bring together its broad customer and employee engagement portfolio, further differentiating its enterprise offerings.