Zoom expands into contact centres

Zoom has expanded into contact centres with the launch of a new solution designed to help customer service teams deliver omnichannel, video-optimised interactions.

Zoom Contact Center combines the usability features developed for the Zoom platform with unified communication and contact centre capabilities. The platform has been designed to support customer service use cases and workflows using channels including video and voice. Zoom is also in the beta stage of introducing SMS and webchat functionality.

More future investments for the platform include additional channels, CRM and workforce management integration, and the incorporation of AI and machine learning to improve agent productivity, according to Zoom Chief Product Officer Oded Gal.

“Previously, contact centre 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 centre 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.”

While the platform is currently only available in the US and Canada, the company expects to launch in more markets internationally later this year.

Image credit: ©stock.adobe.com/au/USM Photography