In Q1 of 2022, Zoom officially entered the contact center space with the launch of its omnichannel CCaaS solution. With the help of Zoom Contact Center, collaboration in contemporary remote working settings is supported by the integration of unified communications and contact center capabilities into a single central hub.
The solution, however, does much more than simply enabling collaborative service experiences. Over a hundred supervisor, agent, and administrator functionalities are available. Video is also a key component, with the business developing its Zoom Video Engagement Center to be integrated into the system. Together with SMS and web chat, the voice channel is also supported.
Given that the global CCaaS industry is projected to cross $11 billion by 2028, how does Zoom Contact Center fare against the competition? Here is our review.
What Is Zoom Contact Center? A Quick Review of Zoom’s New Offering
Zoom Contact Center is an omnichannel Contact Center as a Service (CCaaS) solution that incorporates several helpdesk services and communication channels with the user-friendliness and accessibility of the Zoom platform. The use of video, phone, texting, and online chat are all covered, along with customer care incident management.
Zoom’s connection with group video chats during the pandemic transcended the workplace and fueled millions of people’s relationships throughout the globe. When interacting with customers outside the company, you will have the same capabilities directly from within the Zoom client.
The solution also leans on artificial intelligence (AI) to streamline customer service communications. For example, a conversation intelligence tool called Zoom IQ for Sales monitors sales interactions throughout the Zoom Contact Center platform. It offers valuable insights to improve seller performance and customer satisfaction. Several of its new AI capabilities will stem from Zoom’s recent acquisition of conversational AI company, Solvvy. At Zoom, Josh Dulberger, Head of Product, Data, and AI, also mentioned the company’s intentions to provide a sort of “augmented reality for the support rep” in an exclusive conversation with CX Today.
Zoom Contact Center’s future roadmap is now an exciting proposition because of all these movements.
What Are the Key Features of Zoom Contact Center?
The solution’s core features are:
- Webchat, SMS, voice & video channels
- Video waiting rooms
- Routing profiles
- Metered PSTN/Voice minutes
- Native supervisor and agent experience
- Agent profile management
- Built-in analytics to measure productivity
- Per-agent licensing
Additionally, businesses may add US and Canadian toll-free and virtual service phone lines. Users may use one desktop client for Zoom Contact Center for messaging/chat, basic telephony, video and audio meetings, and contact centers. The service is being introduced in the United States and Canada, with potential geographic extension to all 46 nations wherein Zoom Phone is now offered.
In contrast to most other systems, mainly focused on the phone, chat, or email, Zoom Contact Center is designed for video. It offers access to several channels, including texting, online chat, video, and phone. Supervisors have total visibility over staff activities and customer interactions thanks to the contact center interface, which is accessible from within the Zoom app client. Zoom Contact Center comes with a visual drag-and-drop interactive voice response (IVR) designer. IVR facilitates self-service by offering simple fixes for commonly encountered issues or letting callers carry out basic tasks.
Admins may add, change, and remove specific abilities and skill categories to establish call routing. They may also attach a routing pattern to a call queue to effectively manage upcoming engagements. Administrators can view current engagement data since they have access to reliable statistics.
Benefits of Zoom Contact Center
By adopting the solution, companies can:
1. Better meet customer expectations
Organizations need several digital channels to provide more significant support throughout the customer journey to improve CX and, eventually, lead to brand loyalty.
Zoom Contact Center is a cutting-edge contact center solution that improves customer support interactions — adding a human touch — and is designed for video. Companies can leverage the complete omnichannel solution to enhance customer experiences. Further, Zoom’s cutting-edge contact center technology simplifies digital interactions — within the Zoom experience via phone, SMS, online chat, and video. As a result, companies can efficiently address any customer issues via a channel of their choice.
2. Improve agent experiences
The extensive call routing tools in Zoom Contact Center route calls to specific agents based on categories or skill levels. Users may also tweak the routing profiles to represent a judicious mix of competencies within a category. This capacity to swiftly connect callers to experienced agents, decrease hold times, and promptly address issues helps lay the groundwork for lasting connections that foster brand loyalty.
3. Drive hybrid work
Zoom Contact Center’s cloud-based architecture eliminates the reliance on outdated technologies and on-premises solutions that hinder remote working. It helps businesses streamline processes and boost employee engagement by simplifying integrations with popular cloud-based enterprise applications.
4. Discover the benefits of UC integrated with CC
By integrating unified communications with contact center capabilities, companies can discover new ways to collaborate, drive efficiency, simplify IT, and simplify life for employees. Zoom Contact Center adds customer communication features to the existing UC solution on Zoom, streamlining the learning curve. Further, there is only one vendor and a consolidated bill, which reduces the burden on IT.
5. Derive valuable analytics insights
Agent supervisors and account managers may assess each agent’s competency using the analytics dashboard, which provides them with crucial insights. Zoom Contact Center administrators may check the most recent statistics on video interactions. Users can therefore optimize the outcomes of client interactions, and supervisors can more readily spot chances to simplify calls and re-skill workers depending on requirements and performance.
Verdict
Zoom Contact Center is also offered on a usage-based basis and costs roughly $70 per agent each month. Organizations may order the service independently or in combination with other Zoom services. While it is still early days, the solution is up-and-coming and offers a wide variety of features at an affordable cost. To learn more, watch Heidi Elmore, Head of UCaaS, Zoom, speak with CX Today’s Charlie Mitchell on Zoom’s new contact center solution.
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