Zoom Introduces Category-Redefining Contact Center Solution


Zoom Contact Center sets new standards for customer service experiences through omnichannel, video-optimized interactions

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

The now available Zoom Contact Center, previously known as Zoom Video Engagement Center, combines unified communications and contact centre capabilities with the useability of the Zoom platform. Zoom Contact Center 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 Center.

Zoom Contact Center will have over 100 agents, supervisors, and contact center 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 Center will extend traditional capabilities typically optimized for voice to provide a unique end customer experience through channels like video. It 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 centres empower agents to be more productive from any location while feeling connected to the larger organisation.

The 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 in the same Zoom Admin portal. Zoom Contact Center can also integrate chat and video into an existing digital presence, like a website, helping organisations have conversations with customers in the proper 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 personalised, digital, and effective contact center experience. 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,” said Oded Gal, Chief Product Officer of Zoom.

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