Zoom’s omnichannel contact centre solution enhances video-optimised interactions

Zoom Video Communications, Inc.’s new omnichannel contact centre solution is optimised for video.  

Zoom Contact Center will have over 100 agent, supervisor, and contact centre administrator features at launch. Future investments will include additional channels, CRM and workforce management integrations, and AI/ML to optimize 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.

 “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 Center could become the modern contact center solution of choice.”

“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.” 

“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,”said Chris Neal, Senior Vice President Operations of First Federal Credit Union.

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