The newly released platform combines unified communications and contact center services.
This week Zoom Video Communications announced it has launched a new platform, called Zoom Contact Center.
The platform combines unified communications and contact center services with the unique usability of Zoom’s platform. It aims to support use cases such as video and voice calls. In addition, SMS and web chat capabilities are available in beta, according to the company.
Zoom Contact Center will have over 100 agent, supervisor, and contact center administrator features at launch. Future investments will include additional channels, CRM and workforce management integrations, and AI/ML to optimize agent productivity. Zoom Contact Center will extend traditional capabilities typically optimized for voice. The goal is to provide a unique end customer experience through channels like video.
Aiming to become “the modern contact center of choice”
“Zoom understands the importance of bringing together UC and multichannel contact center 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 Center supports routing, additional channels, and the agent functionality organizations need, means that Zoom Contact Center could become the modern contact center solution of choice.”
Zoom Contact Center is simple for administrators to configure and deploy, including a graphical drag-and-drop IVR designer. Contact center administrators can easily create menus, greetings, and prompts right in the same Zoom Admin portal. Zoom Contact Center can also integrate chat and video into an existing digital presence, like a website. This helps organizations have conversations with customers in the right context and at the right time.
“Previously, contact center infrastructure was complex to deploy, expensive to operate, and time-intensive to upgrade. Zoom Contact Center was carefully designed to meet the needs of the modern agent and end customer, both of which expect a personalized, digital, and effective contact center experience,” said Oded Gal, Chief Product Officer of Zoom. “I am pleased to announce the general availability of Zoom Contact Center, building upon the reliable Zoom platform model and bringing the experiences our customers know and love to yet another industry.”