Zoom Introduces Category-Redefining Contact Centre Solution

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Zoom Video Communications announced Zoom Contact Centre, an omnichannel contact centre solution that is optimised for video and integrated right into the same Zoom experience.

Now available, Zoom Contact Centre, previously Zoom Video Engagement Centre, combines unified communications and contact centre capabilities with the useability of the Zoom platform. Zoom Contact Centre supports customer service use cases and workflows using channels like video and voice, with SMS and webchat currently in beta.

The Zoom platform is powering the future of communications beyond meetings with unified communications, the Zoom Developer Platform, Zoom Events, and now Zoom Contact Centre. These innovations – and there are many more – were created with the same level of scalability and simplicity that has made Zoom the trusted platform for more than a half-million businesses worldwide.

Innovation Through Video

Zoom Contact Centre will have over 100 agents, supervisors, and contact centre administrator features at launch. Future investments will include additional channels, CRM and workforce management integrations, and AI/ML to optimise agent productivity. At launch, Zoom Contact Centre will extend traditional capabilities typically optimised for voice to provide a unique end customer experience through channels like video.

“Zoom understands the importance of bringing together UC and multichannel contact centre into the same experience,” said Blair Pleasant of BCStrategies. “Zoom is known for great video, which is important for high-touch customer scenarios and internal use cases like IT help desk, employee helpline, and revenue-generating activities. But the fact that Zoom Contact Centre supports routing, additional channels, and the agent functionality organisations need, means that Zoom Contact Centre could become the modern contact centre solution of choice.”

Enabling Connected Work From Anywhere

Contact centre agents are frequently tied to physical contact centre locations, and if able to work remotely, often still need to navigate multiple communications tools. Zoom Contact Centre streamlines inefficiencies by bringing communications into one central hub. In addition to helping end customers with a rich agent experience, agents can collaborate with peers, supervisors, or other employees right in Zoom Chat and channels. Unified communications and contact centre together empowers agents to be more productive from any location while feeling connected to the larger organisation.

“Previously, contact centre infrastructure was complex to deploy, expensive to operate, and time-intensive to upgrade. Zoom Contact Centre was carefully designed to meet the needs of the modern agent and end customer, both of which expect a personalised, digital, and effective contact centre experience,” said Oded Gal, Chief Product Officer of Zoom.

“I am pleased to announce the general availability of Zoom Contact Centre, building upon the reliable Zoom platform model and bringing the experiences our customers know and love to yet another industry.”

Ensuring Ease of Deployment and Use

Zoom Contact Centre is simple for administrators to configure and deploy, including a graphical drag-and-drop IVR designer. Contact centre administrators can easily create menus, greetings, and prompts right in the same Zoom Admin portal. Zoom Contact Centre can also integrate chat and video into an existing digital presence, like a website, helping organisations have conversations with customers in the right context and at the right time.

“Our members trust us with their most privileged information, so when they need support, it is our responsibility to provide them with the expertise First Federal Credit Union is known for,” said Chris Neal, Senior Vice President Operations of First Federal Credit Union.

“With Zoom Contact Centre, our contact centre supervisors have the ability to organise 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.”

Customer choice is an essential value of the Zoom platform. In addition to Zoom Contact Centre, Zoom intends to maintain its valued existing contact centre partnerships.