Zoom is releasing Zoom Contact Center, a new omnichannel contact center solution the company says is optimized for video and integrated into the same Zoom experience and taking over Zoom Video Engagement Center.
According to Zoom, the new offering combines unified communications and contact center capabilities with the usability of the Zoom platform with customer service support use cases and workflows using channels like video and voice, with SMS and webchat currently in beta.
The company bills this as the third in a trio of recently released innovations built upon the Zoom platform, including the Zoom Developer Platform and Zoom Events. It is currently available in the U.S. and Canada, and will be rolled out to more countries later this year.
In a press release, Zoom says the offering will come with over 100 features for agents, supervisors and administrators at launch, and future additions will include more channels, CRM and workforce management integrations, and artificial intelligence and machine learning tools to optimize agent productivity.
The solution is designed to extend traditional capabilities typically optimized for voice to provide a unique end customer experience through video and other channels, according to Zoom.
Zoom also bills the offering as a hybrid work solution for agents, enabling them to work from anywhere by bringing communications into one central hub and collaborate with coworkers right in Zoom Chat and channels.
The company says Zoom Contact Center offers admins a simple configuration and deployment process, including a graphical drag-and-drop IVR designer and the ability to create menus, greetings and prompts right in the same Zoom Admin portal.
The solution also offers integration with chat and video into an existing digital presence, such as a website, to help organizations have conversations with customers in the right context at the right time, according to Zoom.
Oded Gal, chief product officer at Zoom, said in a statement that contact center infrastructure was previously difficult to deploy, expensive and time-consuming 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,” Gal said. “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.”
The company intends to maintain its valued existing contact center partnerships, according to Zoom’s announcement.